The idea behind interaction and service cases are not real cover and coverable relationship because service cases needs to be lived outside the scope of interaction(even resolved) and this has been llike this since 5.x. This is feature request.

Hello,

I agree with REDDR3. PegaCS is designed and implemented around a specific set of design decisions. You could definitely reimplement the interaction and service items leveraging the power of the platform and get what you are asking about, but you would essentially not have PegaCS anymore. If you have targeted things, like a worklist, where you want to customize the display so that users see only the interaction that each service item is associated with, you could definitely build that and under the covers you would still have all of the power of PegaCS. That might be useful your users and meet your needs without requiring a re-architecting of the underlying application.

Thanks,
Mike

Hi MGR,

Lifecycle of an interaction case and service case is different from CPM framework perspective. Interaction case represents a current ongoing interaction like Call/Chat and etc. Service case represent the service provided as a result of that interaction. Service might take n- no of days to finish but interaction will be finished once client hangs up or end the chat thread. Hence ideal Parent-Child concept is not applied here.However you can follow normal case management for any service cases.