Case management in Pega
Case management in Pega refers to the platform’s capability to manage and automate complex business processes and workflows. Pega Systems, a leading software company, offers tools and frameworks for handling cases, which are instances of business processes or service requests. With Pega’s dynamic case handling, businesses can adapt to changing conditions and streamline their operations. Explore Pega Systems efficient workflow solutions. This capability ensures tasks are routed correctly, enhancing efficiency and compliance. Pega’s integration with other systems and its flexible, scalable nature make it a robust solution for organizations aiming to optimize their case management in pega processes and improve overall performance.
Key Features of Case Management in Pega
Dynamic Case Handling:
- Pega’s case management allows for dynamic handling of cases, where cases can adapt to changing business conditions and user inputs.
- Workflow automation automates business workflows, ensuring that tasks are routed to the right people at the right time.
Collaboration:
Additionally, facilitates collaboration among team members by providing a unified platform for communication and document sharing.
Integration:
integrates seamlessly with other systems and databases, ensuring data consistency and accessibility.
Flexibility and Scalability:
Moreover, it easily adapts to changing business requirements and scales according to the needs of the organization.
Employee On-Boarding Process
OnBorad (Cover Case) (0-1)
- Employee Verification (Covered) (E-1)
- Medical Test (M-1)
- Education Verification (ED-1)
- Project Approvals (Apr-1)
- Case management in pega is a technique of designing or defining the case life cycle to have multiple work objects created.
- In the case manager, we have one parent case (a cover case), and the remaining are children (covered cases).
- In the above example, 0-1 is over, the remaining cases are covered.
verification case pyworkpage is referring to Verification class.
- Approval case pyWorkPage is referring to the approval class.
- Each of the works on the object’s pyWorkPage.
Look at the pzInsKeys of each case.
- STFM-STATEFMI-WORK A-45
- STFM-STATEFMI-WORK V-63
- STFM-STATEFMI-WORK 20190318-2
For all three work objects, we see that the insurance class is the same.
Open the class rule forms of Each of the case type classes.
All the cases of insurance, verification, and approval are instances or work classes.So all these cases get stored in the same work table.
Suppose a class has to have its own dedicated table to store work objects. Follow the below steps.
1.Create a database table rule and map it to a dedicated separate table.
2.Open the class rule form and make it a class group.
On parent case
pxCoveredcount Property holds the value of “Number of Child Cases Created.”.
pxCoveredCountOpen = The number of child cases that have yet to be resolved.
Under pyWorkPage of Parent Case, we have an OOTB value list property, pxcovererdInskeys.
This property holds the pzInsKeys of all children.
While processing parent cases, if we want to read the pzInsKeys of child cases, those will be available on the value list pyWorkPage.pxCoveredInskeys.
Data propagation:
- This option will be available under the settings tab of the parent case type. It will not be available for child-case-type rule forms.
- Data propagation means copying the data from the parent case to specific child case types during the instantiation of specific child cases.
- It should update from the pyWorkpage of the parent case to the pyWorkPage of the child case.
Understanding the pyWorkCover Page in child cases:
On each child case clipboard, we have pyWorkCover, which is available apart from its own pyWorkPage.
This page is referring to the parent case class.
A copy of parent case pyWorkPage is a copy of parent case pyWorkPage.
All children have access to a copy of the parent case pyWorkPage named pyWorkCover.
Update a Case Smart Shape (Automation Shape):
Using this flow shape, we can update data from parent to child to parent and vice versa.
Understanding Calculations tab of Case Type:
The property age will be assigned a value, which is the sum of Prop1 and Prop2 of two child cases. It works declaratively.
Whenever the property values of Prop1 or Prop2 change, the age property in the parent case will update to a new value.
Example:
Recrutement Case R1
No OfPositionfilled = 3
Java (child case) J1
NoOf Positionsfilled = 1
Pega (Child Case) P1
NoOfPositionsfilled =2
Types of WO locking:
1.Default locking
2.Optimistic Locking
The case acquires the lock only when someone takes action on it. That means multiple operators can open the case at the same time and work on it.
Locking between Parent and Child Cases:
However, you can choose the locking type only in the parent case. Child cases inherit the locking strategy from the parent case. This means that whatever locking is applied to the parent, it also applies to all children.
How does locking work by default between parent and child?
1.When a parent case is opened, a lock will be acquired on the parent case only.
2.When a child case is opened, a lock will be acquired on the child case and the parent case.
- Opening a child case prevents anyone from working on the parent case or other child cases.
- Opening a parent case prevents the opening of any other child cases.
By default, having parent and child cases created for a transaction also does not make the processing parallel.
To make the processing parallel, choose the below option for all child cases. Keep the parent case unlocked when opening the child case. Selecting this option acquires lock only on specific child cases but not on parent cases. This makes the processing parallel.
Benefits of Using Case Management in Pega
Improved Efficiency:
Additionally, automating workflows and processes leads to increased efficiency and reduced manual effort.
Enhanced Visibility:
Furthermore, provides real-time visibility into the status of cases, helping managers make informed decisions.
Compliance and Auditing:
Ensuring all process steps are documented and compliant with regulatory requirements.
Customer Satisfaction:
Streamlined processes result in faster resolution times and improved customer satisfaction.
Use Cases
Customer Service:
However, managing customer inquiries, complaints, and service requests.
Insurance Claims:
Automating the process of filing, evaluating, and settling insurance claims.
Healthcare:
Handling patient cases involves following all necessary steps from admission to discharge.
Conclusion
In conclusion, Case management in Pega is a powerful feature that helps organizations streamline their processes, improve efficiency, and enhance customer satisfaction. However, pega enables businesses to automate workflows, adapt to changing conditions, and ensure timely task routing. Moreover, this results in faster resolution times and better compliance with regulatory requirements. Pega’s case management capabilities also offer real-time visibility into case statuses, aiding managers in making informed decisions. Pegasystems continues to innovate, providing robust solutions for dynamic and complex business needs, making it an essential tool for modern enterprises aiming to optimize their operations.