In organizations that use multiple applications, case workers often switch contexts to work. Remote case types help you provide tools for uninterrupted and more efficient case resolution. Case workers can work from multiple applications within the context of one application without logging in and out numerous times a day.

With remote case types, in one application, case workers can perform work that comes from another application. For example, a customer service representative (CSR) who deals with financial operations of VIP customers logs in to the following applications:

• Loan requests
• Mortgage requests
• Credit card operations

The CSR switches applications multiple times during a workday, which results in more time spent switching applications and less time performing work. Instead, you can create a VIP financial operations application that collects relevant cases from the other applications. Consequently, the CSR can perform the entire work in only one application.

System architecture

For remote cases to work, a producer system hosts an application that has a case type that you want to process at run time. Meanwhile a consumer system hosts an application that you want to connect to the case type. In addition, you can configure one system as a producer and a consumer if you host multiple applications in one system. First, you create a case type in the producer system, and then create this case type as the remote case type in the consumer system. You populate your case types with actions and data model fields in the producer system, as the consumer system only references the case types. You cannot edit the case types in the consumer system. The following figure presents a sample use case that shows how remote case types work:

In the sample use case, in the VIP financial operations application, CSRs can process case types that come from other applications:

• Loan requests
• Mortgage requests
• Credit card operations

Implementation considerations

Consider the following factors before you implement remote case types:

• Build both producer and consumer applications by using Cosmos React. Only applications that are based on Cosmos React support remote case types.
• Before you can work on a remote case type in a remote application, establish a secure connection between the producer and consumer systems.
• Ensure that you configure both producer and consumer systems by using the same operator ID.
• Ensure that you configure both producer and consumer systems to work with SSL certificates.
• After an update to a higher version of Pega Platform, you must override the Remotecasetype_Consumer token profile again. For more information, see Configuring a consumer system for remote case types.
• After you import remote case types to a different environment, you must edit the connection details of each of your remote case types.

• Establishing trust between applications for remote case types

  To ensure that remote case types data can pass between applications, establish secure connection between producer and consumer systems. By performing necessary authorization and security actions, you ensure that the producer system can send data and the consumer system can fetch data correctly.

• Creating remote case types

  Provide tools for fast and seamless work processing for organizations that use multiple applications by creating remote case types. With remote case types, users can process work from one application within another application, without changing the context and logging in to many different products.

• Updating connection details for remote case types

  To ensure that the connection between your consumer and producer applications works correctly after you make changes in your producer system, update the connection details in the consumer system. For example, if you need to change the URL of your producer system, reflect that change in the connection configuration.

• Error messages for remote case types

  If any issues connected with remote case types occur, analyzing error messages helps you understand the cause of the issue and then make informed decisions about how to fix the issue. The JSON response to an issue includes relevant information that you can use when troubleshooting remote case types.

• Managing work across your team