When submitting the last step of Stage 1, we want to go back on the review and start the 1st step of Stage 2 only by clicking on the step.
Functionnaly: user sends an email in Stage 1 step 2 and has to wait for a response by mail, email or call from client to continue next stage (screenshot Flow.png).
But Pega native functionnality is : when you finish a stage you start automatically next stage.
Is there a way to go on review of case before starting the next stage?
I have tried adding a wait shape in the flow of Stage 2 step 1, with a timer set to 0 or 1 minute, but then case is assigned to agent and when we click on step after timer is over we are getting an error message "Unable to open instance using the given inputs : ASSIGN-WORKBASKET ....". (screenshots FlowStep.png and Error.PNG)
I don't get this error message if I refresh the case before clicking on the step.
***Edited by Moderator Marije to add Capability tags***
If your requirement is to wait until response is received - this means there is no specific time to wait. In this scenario adding a wait shape for 1 /2 minute may not suffice.(as when you are trying to open the assignment, case is already resumed by wait SLA). You can use below options:
1. If you want to stick with wait shape - mention some additional/higher time duration (maybe 5 days,10 days etc in wait timer, so that SLA does not move the case ahead automatically)
2. Other/better option is, instead of wait shape, you can have an assignment where the case will wait until response is received. Once response is received user can move the case ahead.
This assignment you can have in Stage 1 or Stage 2 or create a new stage between 1 & 2 as Review stage, whatever suits.
Thanks for have taken the time to answer, regarding the solutions you suggested :
1. Let's say I set the time to 5 days, if user clicks on step after 5 days, because the agent is still assigned on assignment it will give me an error message.
2. The reason I added a wait shape was so user doesn't go directly on the step and so he doesn't have to Cancel it.
So if we have an extra assignment it won't really be a solution because we are adding an extra step for user. And user will only get the response later on so he will have to open this extra assignment and validate it before forwarding to the main assignment.
In fact, currently user goes directly to the step and has to click on Cancel. And then when he recieved his response he just needs to go back on the case and click again on the step.
What our client is asking is : we know user will never start the assignment directly because he will never have the answer straight away. So client just doesn't want the assignment to open straight away.
Posted: 3 months ago
Posted: 29 Apr 2022 10:37 EDT
C�line Bernhardt (CélineB2)
Sopra Steria Group
Sopra Steria Group
So finally we did something similar to what you suggested, in Stage 2 step 1 we added an extra assignment in our flow, so user first has to validate this assignment before he can proceed to the "real" assignment.
This temporary assignment asks the user if he has recieved a response or not and wants to proceed to the "real" assignment.
Thanks for your help
Posted: 4 months ago
Posted: 30 Mar 2022 7:50 EDT
Sricharan Vachaspathi Kallagunta (kalls4)
Senior Principal Software Engineer, Case Runtime