Question
Alfa Bank
RU
Last activity: 14 Jun 2019 2:47 EDT
Is there a better way of listening messages from queue during case processing?
Hello, Team.
We have a process where case should wait until message from external legacy system of record arrives and then process and push it forward.
At the moment we implemented this requirement using JMS service, agent and assignment.
- We send a request for external system of record.
- Then case is assigned to a technical workbasket only for agent access.
- Then we wait until system of record will send us message to a queue.
- When message arrives it fires JMS Service, which uses Queue-For-Agent method.
- Then agent uses Obj-Open in order to open according case and do some processing.
- Then agent uses ResumeFlow activity to push case forward in the process.
Is there any better way to wait message from queue and process case according to it?
Regards
Accepted Solution
Pegasystems Inc.
US
Hi,
Reviewing your steps I don't see anything wrong with your approach. While we have a "Wait" shape in a flow, it's only designed to be dependent upon Datetime, elapsed time, or the status/resolution of another case so I don't necessarily think that would work for what you've described.
Are you experiencing any problems with the approach you've highlighted?
-Kurt
Alfa Bank
RU
Hi, Kurt
Thank you for response. Only problem is that it is a bit complicated. I thought, maybe there is more convenient way of doing such things like message listening inside process. We are trying to minimize development of custom solutions.
Regards
Pegasystems Inc.
US
Hi,
Thank you for your response. I can't think of much else off at the moment. Potentially, depending on feasibility, taking the agent out of the process and running resume flow directly from the service activity. I suspect that the feasibility of that would depend upon how many messages are coming in, how frequently they arrive, and how much processing takes place surrounding the resume flow.
Perhaps someone else might have other thoughts in terms of simplifying the process.
Regards,