Using participants in cases
Using participants in cases
|Description||How to use participants (parties) in cases effectively in Pega Platform from 8.x|
|Version as of||8.1|
|Capability/Industry Area||Case Management|
A work party or participant is a person or business that is associated in some way during the execution of the case. For simplicity we would call it as Participants in this document. Participants are either someone who needs to be updated about the case progression or they might take an active role in working on the case as well. Participants can be users (operators) of the Pega Platform™ application, or they might be someone external having no access to the application. A case can have multiple participants.
Participants for a sample customer complaint case may include the following roles:
- Customer who is calling in to raise a complaint
- Customer service representative, an employee who is raising the complaint in the application
- Customer's spouse who might need to be updated about the complaint raised
- Customer's lawyer, because for a complicated complain customers lawyer might be involved and needed to be updated about the case progress
- A third-party vendor who would provide service to resolve the complaint
Types of participants
The following list includes the types of participants which are provided by default by Pega Platform:
- Operator – A user of the application. Example could be the customer service representative who creates the case or their manager for a customer complain. The operator type always has access to the application.
- Person – An external person who does not have access to the Pega Platform application. Example could be a customer for a customer complaint case.
- Company – A business organizations that might be interested in the case. A third-party vendor or even a lawyer could be a company type participant for the complaint case.
- Government – Government organizations that might be interested in a case.
- Non-profit – Non-profit type organizations that might be interested in the case
Out of the above five types Operator and Person type are the most widely used participant types.
Participants are configured while designing case types. They can be configured from the case type settings. By default, the following participants roles are added to a case type:
- Customer, which is of Person type.
- Owner, which is of Operator type. When a participant of Owner type is added, the current operator details are added by default, which can be updated if needed.
- Interested, which is of Person type.
To know more about how define the case participants, see Defining case participants.
There are multiple aspects which that you need to consider when you configure participants. The following questions help you decide on configurations to choose for participants:
- Is the participant an application user or an external person without access to the application?
- Do I need to configure multiple participants for a given role?
- Is it appropriate for an application user to enter the participant information at any time?
- Do I want to use the data captured in assignments during case processing and a participant to be added with that information automatically?
- Do I need to send notifications to the participants?
- Do I need to route my case to a participant?
As mentioned earlier if the participant is an application user, then you need to configure the participant as an operator type. In App Studio, you can create an operator type participant by selecting Yes for the option Role has user account with this application. For an operator type participant, you get an option to map the participant to the current user or a reporting manager. If any other operator has to be mapped, a data transform can be configured from Dev Studio. While configuring the participants, you get an option Allow multiple participants for this role to allow users to add multiple participants for a role.
Sometimes a business use case requires to capture the participant at a certain step in the case by using the data captured in the previous assignments. That can be achieved by using a utility shape in the flow and calling addWorkObjectParty activity from it. The participant data can be passed through a data transform which needs to be passed to addWorkObjectParty activity as a parameter.
If you want to let your users add participants whenever they want, you can let them do it through the Participants gadget which is shipped out-of-the-box. Otherwise, you can use AddParty flow action as an optional action in your case type. If you have custom fields for your participants or you do not want to capture few of the fields available, you can specialize the out-of-the-box sections for capturing the participant.
As mentioned earlier, participants either need to be updated about the case progression or they might take an active role in working on the case.
For keeping the participants updated about the case progression, you can use one of the following approaches:
- Send email smart shape can be used to send an email to one or more participants. At run time, the smart shape picks the participant’s email ID and the configured email is sent to the participant.
- Send notification smart shape also allows you to select one or more participants who receive the configured notification quite similar to the Send email smart shape.
- Participants can be notified as part of Goal, Deadline and Passed deadline actions. Whenever the service-level agreement is reached, a notification can be sent to the configured participants.
- From Dev Studio, assignment can be configured through a custom notification to send a notification to participants when the assignment is assigned during the case processing.
Another important use of participants is routing assignments. The most important point to note here is that routing works only for participants which are of the operator type. Ensure that you configure your application to route assignments only to a participant for which multiple participants option is not enabled. Here are a couple of ways in which you can use participants for routing assignments:
- From an assignment, you can configure it to be routed to an operator type participant.
- In approval shape, you can configure it to be routed to an operator type participant quite similar to assignment.