What is Case Management in Pega?

 Case Management in Pega is an approach to managing a process, such as a customer service request, order processing or claims processing, in a logical and automated way. The Pega Platform allows users to create applications that model complex processes, coordinate activities between and among people and systems, and keeps track of progress throughout the life cycle of a process. The case management approach focus on the process, not just a product or outcome. It is less about the number of tasks to complete, and more about understanding the individual needs and goals of the customer, ensuring that the correct activities are taken in the correct order, and meeting all the required goals.

What Case locking in Pega?

 Case locking in Pega is a feature used to ensure data integrity and prevent conflicts between users when editing a particular case. It prevents users from editing a case at the same time by placing an exclusive ‘lock’ on the case. A single user can obtain a lock on a case and when another user attempts to work on the same case, they are notified that the case is locked.

Default locking and Optimistic locking in Pega

Pega automatic draft off mode for processes in case types

 What is the Draft mode for processes in Pega?

Draft mode provides an option to test the case type before you advance with your application development, even if processes in your case life cycle contain configuration issues.

When you add a process to your case life cycle, by default the process is in draft mode.

When a process is in draft mode, you can check its run-time behavior by running the processor previewing it in a user portal, even if the process contains errors. However, to ensure that the process works correctly after you deploy your application in a production environment, you need to turn off draft mode before moving relevant rulesets to the production environment.

Cascading approval process in Pega

What is the Cascading approval process in Pega?

Defining a series of approvals for a case during the case life cycle. If we want to obtain approvals from multiple people (ex: VP, Director, Manager), we can define the cascading approval process in Pega.

Cascading approval smart shape in Pega

We can implement a cascading approval process in two models:

1. Reporting Structure
2. Authority Matrix

Data propagation in pega (Case Management)

What is data propagation in pega?

Propagating data (mapping some important/required properties) from parent case to child case and child case to parent case. It can save time, properties will be available to complete case type easily and fast.

Parent case to child case data propagation

Pega duplicate case search (Case management)

What is Duplicate's case search in pega?

When newly created case data fully or partially matches the existing case(s) data then we can mark it as a Duplicate case.  Based on some conditions we can say that the case data matches the existing cases.

Temporary cases in pega

What is a Temporary case in Pega?

A temporary case is a case created in pega which doesn't have any ID and only be stored in a clipboard, not in the Pega database. Once it reaches the Persist Case shape it will be converted into a Permanent case and have pyID, case will be stored in the pega database.

Benefits of Temporary case?

Case locking in pega

What is the case locking mechanism in pega?

Pega case locking prevents conflicts when a user attempts to submit cases that are already updated, this is the "Default locking" strategy in pega. Allowing only one user to open the case and work while the second user tries to open the same case pega displays a locking message saying that the case is being locked by the first user. However, the second user still can open the case in read-only mode. When the first user opens the case, the case acquires the lock and by default, pega locks the case for 30 mins or until the user closes the case or submits the case whichever comes first.