PEGA Case Life Cycle

Consider the case of an e-commerce application like amazon or flipkart and assume yourself as the user. What do we do there? As a customer ,we submit the order, and the company processes and then delivers the order. A PEGA Platform application models the online order process follows the same sequence.

A case type is an abstract model of a business transaction. A case is a specific transaction instance. In an online order, you expect three different groups to participate: customers placing orders, warehouse employees processing orders, and shipping service employees delivering orders. Therefore, you create three stages in the online order case type: Submission, Processing, and Delivery. A process contains a series of tasks, or steps, that users complete as they work on the case. Each stage can contain one or more processes. For example, Place Order, Process Order, and Ship Items are processes. A step is either a user action or automated action within a process performed by the application. For example, Enter customer details is a step in the Place Order process that requires users to enter information.

Now let’s understand the possibilities of a case life cycle design.

1.Primary stage

Primary stages are stages that lead to the expected outcome. The path a case takes through the case life cycle that does not deviate from the primary stages is referred to as the happy path. Pre-arrival Setup, Setup, and Verification are primary stages in the Onboarding case example.

2.Parallel processes

The Onboarding case contains an IT Setup process to provide a configured laptop to the new employee and a Facilities Setup process to assign an office to the new employee. These processes can run at the same time.

3.Alternate Stage

Alternate stages are stages that handle deviations from the happy path. Following the happy path of the Onboarding case, if the IT setup selections are approved, the case advances to the Verification stage. However, if the IT setup selections are rejected, the case advances to the Approval Rejection alternate stage, where the IT setup selections can be modified.

4.Change stage step

It is an automation step and advances the to verification step. It is represented by yellow icon.

Automatically move to next stage:

When all the steps in a primary stage are complete, the case automatically transitions to the next primary stage by default. This option is available only for both primary stage

Wait for a user action:

When all stage processes are complete, the case worker receives the option to complete the stage. This option is available for both primary and alternate stages.

Resolve the case:

With the Resolve the case option, when all stage processes are complete, the case automatically resolves. Additionally, if you select the Resolve the case option, the stage is denoted with a red bar. This option is available for both primary and alternate stages.