Reopening a case

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Enter your topic description[edit]

A case has a lifecycle and at the end of its lifecycle the case is usually resolved. When a case is resolved, the status of the case would be prefixed with Resolved and follows a Resolved-* pattern. A resolved case is usually persisted in the system for a certain period of time before the case is either archived or purged.

When designing applications, there may be requirements where a resolved case has to be reopened and processed.


Use case examples[edit]

A typical example would be in a CRM application, a customer raises a dispute and a dispute case gets created in the system. The customer does not respond with details in time after the dispute case is created. When there is no response for a certain period of time, the dispute case is resolved. After the dispute case is resolved the customer responds, and the case has to be reopened to be processed.

Process/Steps to achieve objective[edit]

To handle the scenarios where a case has to be reopened, Pega provides OOTB options to reopen a resolved case. There are two primary options to reopen a case OOTB.

• Using the Reopen option in Actions menu, when you open a case that is resolved in the portal. • Using the process api – reopenWorkObject, which can be invoked to reopen a case.

Reopen functionality works differently based on the how the case is defined.

• If the case uses stages, then the OOTB functionality opens the case and shows a flow action to move to the last stage with an option to change to other stages in Actions menu. • If the case does not use stages, then the OOTB functionality opens the case and runs the flow identified by pyFlowName property.

However, the OOTB functionality does not always suit the needs of the customers and the best practice to customize the reopen functionality is to extend several extensions points provided by the platform. The following are the extension points that must be used to extend the OOTB functionality.

• ReopenDefaults activity – This extension point activity is invoked in all the scenarios where a case is reopened. For example, this extension point can be used to set the pyFLowName to a different flow name and open a different flow other than the default flow when the case is reopened.

• pyReopenToStage flow – This flow is invoked when the case uses stages and this flow can be extended to customize the OOTB functionality.