Suggest or Auto Launch existing case in an interaction
Using an intent task we can auto launch or let the current interaction suggest specific cases based on conditions.
But, what if we want to suggest an existing case?
I cannot find anything for such requirements neither the help nor in the community. Only some old articles asked the same question without an valid answer.
I see in the section "CPMDisplaySuggestedTask" an action set which performs an open work by handle, if the pxInsHandle exists. Do someone know a way to confirue an intent task in such a way, that it provides the pxInsHandle to meet the condition to open a case from suggest tasks?
Anyway, maybe there is a better way? As some other asked this in the past also, this might be a requirement which is not that rare...
Here is the section I mentioned earlier.
Accepted Solution
Updated: 20 Jun 2021 10:26 EDT
USU GmbH
DE
@Amit_Patel Hi Amit.
Thanks for you hint to the CAReviewServiceItems case match rule, it is working now. Not Auto Launch, but at least a service case gets suggested like defined in the case match rule.
I have tried it with the case math rule initially like described in another article https://community.pega.com/knowledgebase/articles/configuring-suggested-work-item-reviews
But one information was missing there, therefore it was not working.
If you use your own application layer, you should also add you service class to the ServiceCaseClassGroups PageGroup in the Data Transform CSServiceCaseSettings. This is why my case match configuration in my service case class has not been considered all the time.
Updated: 14 Jun 2021 15:35 EDT
USU GmbH
DE
@Amit_Patel I mean. How an existing work item (case) can be suggested or better auto launched in an interaction.
What we what to achieve? We initiate an outbound call from a existing service case (we do not use CTI). If the outbound interaction is launched the service case should be auto launched or at least be suggested as a case to be worked on in this interaction.
Hope this helps to understand my current problem.
Pegasystems Inc.
US
@WilhelmM So you have a case that's in progress. You click a button or link, which launches a new interaction, in a separate tab. In that new interaction, you want to suggest or auto launch a different case?
If so, you should be able to do that with the Intent When rules on that Intent Task. You can use the properties on the new Interaction page to control the behavior. As long as the new Outbound Interaction is using the same Interaction Driver section as the Inbound one, this should work fine.
USU GmbH
DE
I'm not sure this helps me in any case.
Lets try it this way: I'M speaking about: an Callback Case (pyID: C-1); an existing Service Case (pyID: S-1) which has been e.g. created earlier in an already ended interaction call.
Later an agent picks up the callback case C-1
From the Callback Case (C-1) the agent can initiate an outbound interaction call.
When the Outbound interaction call is opened in a new TAB, the callback case (C-1) gets closed (Window and also the ccase gets resolved).
So we only have one tab opened in this szenario.
As we have passed some context information to the outbound interaction call, we want the outbound interaction call to suggest or auto launch the existing service case S-1 which is not opened in parallel in any tab. For example, this service case (s-1) has been cerated earlier in one of the calls, but the agent couldn't resolve the issue, let it open and created a callback case (C-1) which works as a reminder for a callback to the customer.
Pegasystems Inc.
US
@WilhelmM Thank you for the detailed explanation. Now I understand the use case you are trying to support. This use case sounds like a good use of the Case Match rule. By Default, the CAReviewServiceItems case match rule runs when a new interaction is created. This can be used to find existing cases and suggest them to be continued. You can build that Case Match rule to find open S- cases for the customer identified in the interaction. There's an OOTB that is shipped for a specific use case, but it can definitely be updated in your application. I don't think there's a way to auto launch it, but at least it can be suggested.
Accepted Solution
Updated: 20 Jun 2021 10:26 EDT
USU GmbH
DE
@Amit_Patel Hi Amit.
Thanks for you hint to the CAReviewServiceItems case match rule, it is working now. Not Auto Launch, but at least a service case gets suggested like defined in the case match rule.
I have tried it with the case math rule initially like described in another article https://community.pega.com/knowledgebase/articles/configuring-suggested-work-item-reviews
But one information was missing there, therefore it was not working.
If you use your own application layer, you should also add you service class to the ServiceCaseClassGroups PageGroup in the Data Transform CSServiceCaseSettings. This is why my case match configuration in my service case class has not been considered all the time.