Skip to main content


         This documentation site is for previous versions. Visit our new documentation site for current releases.      
 

Bulk processing

Updated on December 16, 2021
Applicable to Theme UI-Kit applications

Process cases in bulk to save time and resolve work faster. Bulk processing is less error-prone than individual case processing.

For example, managers can use bulk processing to transfer a large number of cases to a specific user for processing, update the urgency for multiple cases, or send out a message about many cases to a specific user.

Developers can instantly apply common flow actions to many cases. For example, they can adjust service-level agreement times and add a note to all cases at once.

Note: Cosmos React applications support bulk actions only for tables and lists that appear on landing pages and case pages. For more information, see Configuring a list-based landing page and Configuring lists.

Creating cases in bulk

Create cases in bulk to define case details, such as labels and work statuses, in one step without manually interacting with individual forms. For example, in an insurance application, you can save time by creating multiple cases for home, car, and life insurance in bulk.

Note: Cosmos React applications support bulk actions only for tables and lists that appear on landing pages and case pages. For more information, see Configuring a list-based landing page and Configuring lists.
Before you begin:
  • Ensure that your access group is associated with a role that grants you the Work-.PerformBulk privilege. For more information, see Granting privileges to an access role.
  • Optional: To define more case details during bulk creation, customize the pyBulkCreate section by adding relevant properties.
  1. In an end-user portal, for example, the Case Manager portal, in the rightmost end of the navigation pane, click the user icon (for example ), and then select Bulk actions.
  2. In the Bulk section, click Create.
  3. In the Case Type list, select the name of a top-level case type.
    Pega Platform supports bulk creation only for parent case types.
  4. Click Add Case, and then define values for your cases:
    1. In the Label field, enter the name of the case that is visible in worklists and forms.
      Result: The application stores labels in the Work-.pyLabel property.
    2. In the Description field, enter the purpose of the case.
      Result: The application stores descriptions in the Work-.pyDescription property.
    3. In the Status list, select the initial status of the case.
      Result: The application stores statuses in the Work-.pyStatusWork property and updates them automatically when case workers process a case.
  5. Optional: To create more cases, repeat step 4.
  6. Click Create Cases.
Result: The application creates cases based on the values that you provide, and displays the current status of each case in the Processing Results column of the case list.
Cases that are created in bulk
Multiple cases that are successfully created in bulk.

Updating cases in bulk

Update cases in bulk to set the values of case labels and descriptions in one step, without manually interacting with individual forms. As a result, you save time and reduce the risk of small errors in case details.

Consider an example of an insurance sales application. After customer service representatives (CSR) make hundreds of insurance offers to existing customers in a month, as part of a new marketing campaign, the company updates all offers from the previous week to the premium level. CSRs can update the labels and descriptions of all the eligible cases in bulk, and save time by avoiding manual changes in each case separately.

Note: Cosmos React applications support bulk actions only for tables and lists that appear on landing pages and case pages. For more information, see Configuring a list-based landing page and Configuring lists.
Before you begin:
  • Ensure that your access group is associated with a role that grants you the Work-.PerformBulk privilege. For more information, see Granting privileges to an access role.
  • Optional: To define more case details during a bulk update, customize the pyBulkUpdate section by adding relevant properties.
  • Optional: To be able to reopen or update resolved cases and ignore the validation criteria that are defined in a case type, bypass validation logic by adding a role to your access group that grants you the pxIgnoreBulkValidations privilege. For more information, see Granting privileges to an access role.
  1. In an end-user portal, for example, the Case Manager portal, in the rightmost end of the navigation pane, click the user icon (for example ), and then select Bulk actions.
  2. In the Bulk section, click Update.
  3. In the Case Type list, display relevant cases by selecting the name of a case type.
  4. Optional: To refine the list of cases, add filter criteria:
    1. Click Add Filter.
    2. In the Filter Property field, enter the name of the property that you want to evaluate in each case.
      For example: To evaluate the urgency of cases, enter Urgency.
    3. In the Condition list, select a comparator.
    4. In the Filter Value field, enter a case-sensitive value to compare with the value of the Filter Property field.
      For example: Enter 80 to show cases with the urgency larger than 80, as shown in the following figure:
      Entering filter criteria
      Filter criteria to show cases with the urgency larger than 80 that have an audit note.
    5. Optional: To add more filter criteria, repeat steps 4.a through 4.d.
    6. Click Filter Cases.
      Result: The application displays cases that meet all the filter criteria.
  5. Update values in the Name and Description columns.
    For example: To ensure that case workers who process existing cases apply new regulations, in the Name column, enter Add pics – new customer, and then, in the Description column, enter Adding pictures for new customers is now subject to additional privacy regulations.
  6. Click Update.
Result: The application updates cases based on the values that you provide, and displays the current status of each case in the Processing Results column of the case list.

Running flow actions in bulk

Run the same flow action for multiple cases at once by using the Bulk actions form. You can work on many cases without impacting their path toward resolution. For example, you can extend a service-level agreement (SLA) or transfer a set of assignments to a user.

Note: Cosmos React applications support bulk actions only for tables and lists that appear on landing pages and case pages. For more information, see Configuring a list-based landing page and Configuring lists.
Before you begin:
  1. In an end-user portal, for example, the Case Manager portal, in the rightmost end of the navigation pane, click the user icon (for example ), and then select Bulk actions.
  2. In the Bulk section, click Process.
  3. In the Process Cases section, modify the filter criteria to refine the list of cases:
    The default filter criteria return a list of cases with at least one open assignment that is assigned to you.
    1. Click Add Filter.
    2. In the Filter Property field, enter the name of the property that you want to evaluate in each case.
    3. In the Condition list, select a comparator.
    4. In the Filter Value field, enter a case-sensitive value to compare with the value of the Filter Property field.
    5. Optional: To add more filters, repeat steps 3.a through d.
    6. Narrow the list of results by clicking Filter Cases.
    For example: You can find cases that were recently created by comparing the Create Date/Time property with a specific date, as shown in the following figure:
    Entering filter criteria
    Filter criteria to display only cases that were created after 7:10 AM on December 14, 2021.
  4. Select the cases for which you want to run the flow action:
    • To select individual cases, select the check boxes next to the cases for which you want to run the flow action.
    • To select all cases, select the Select all displayed results check box in the top row of the list of results.
    Note: If your filter criteria return more than one page of results, to select all of the results, you need to select the Select all displayed results check box on each page.
    Selecting all results on multiple pages
    Selecting all results by clicking the Select all displayed results check box on each page of results.
  5. Click Select Action, and then select the flow action to run.
    The list of available flow actions depends on the flow actions that apply to the cases that meet your filter criteria.
  6. In the flow action dialog box, enter values in the relevant fields.
    For example: In the Transfer assignment dialog box, to reassign a case to a team, in the Transfer to list, select Team, and then provide the team name. In the Comments field, explain why you want the team to complete the assignment.
  7. Optional: To continue working while your application processes the cases, select the Bulk process in background check box.
    Some flow actions support background processing, which can help you complete your work faster when you run a flow action for many cases. As a result, an agent queues each request and sends you an email when the processing finishes.
  8. Run the flow action by clicking OK.
Result: The flow action runs for each case, based on the values that you provide. You can view the status of the action in the Processing Results column of the case list.
Note: After the flow actions complete, your application does not clear the check boxes next to the cases that you selected. As a result, you can quickly run another flow action for the same cases.

Troubleshooting errors in bulk processing

When you process cases in bulk, you might encounter errors. To resolve common issues that prevent you from processing multiple cases, follow the respective guidelines for each problem scenario.

The following are the most common issues that can occur during bulk question imports:
  • The Operator menu of your portal does not contain the Bulk actions option.
  • The list of items to bulk process is read-only.
  • The Processing Results column displays a failed status.
  • The Processing Results column never displays a status.
  • The Instruction column displays errors.
  • You receive no notification when background processing is complete.
  • The list of flow actions in the Select Action list is incomplete.

Condition

Users want to create or update cases, or run flow actions on multiple cases. One of several problems prevents users from processing cases.

Cause: The Operator menu of your portal does not contain the Bulk actions option.

Note: Cosmos React applications support bulk actions only for tables and lists that appear on landing pages and case pages. For more information, see Configuring a list-based landing page and Configuring lists.

Solution: Granting the appropriate privileges to your operator.

  1. Associate a role with your access group that grants you the Work-.PerformBulk privilege. For more information, see Granting privileges to an access role.
  2. Refresh your browser session.

Cause: The list of items to bulk process is read-only because another user has a lock on some cases.

Solution: Coordinating your work on cases with other users.

  1. Hover over the Lock icon in the list of cases to see the name of the user who currently has the case open.
  2. Contact the user to coordinate an appropriate time for you to bulk process the case.
  3. After the user releases the lock, click Update to refresh the list.

Cause: The Processing Results column displays a failed status.

Solution: Resolving bulk processing errors.

  1. Hover over the failed status to view an error message.
  2. Follow the instructions in the error message to resolve the issue.
  3. Rerun the bulk action.

Cause: The Processing Results column never displays a status.

Solution: Enabling the bulk processing agent.

  1. In the navigation pane of Dev Studio, click Records.
  2. Expand the SysAdmin category, and then click Agents.
  3. In the list of agents on your node, click the Pega-ProCom agent.
  4. On the Schedule tab, in the Scheduled Agents list, add the AgentBulkProcessing activity, and then select the Enabled check box for this activity.
  5. In the Agent-Wide Settings section, select the Enable this agent check box.
  6. Click Save.

Cause: The Instruction column displays errors.

Solution: Resolving assignment errors.

  1. In the header of Dev Studio, click ConfigureCase ManagementToolsWork AdminWorklist Assignment Errors.
  2. In the Assignments with errors window, review the list of problem assignments and their corresponding error messages to determine which errors you can clear.

Cause: You receive no notifications when background processing is complete.

Some flow actions support background processing, which can help you complete your work faster when you run a flow action for many cases. As a result, an agent queues each request and sends you an email when processing finishes. For more information, see Queue processor rules.

Solution: Configuring the email account

  1. Ensure that the Default email account is correctly configured in your application. For more information, see Configuring outbound email in App Studio.
  2. On your Operator form, verify that the Email field contains a valid email address.

Cause: The list of flow actions in the Select Action list is incomplete.

Note: The Select Action list displays only flow actions that are visible to your current work pool and that have a common ancestor class to the cases that you are processing in bulk.

Solution: Configuring the display of flow actions.

    Complete any of the following steps:

  1. Display a flow action that is disqualified from bulk processing:
    1. In the navigation pane of Dev Studio, click Records.
    2. Expand the Process category, and then click Flow Action.
    3. Open the flow action that is missing from the Select Action list.
    4. On the Action tab of the Flow Action form, in the Indicator section, clear the Disqualify this action from bulk processing check box.
    5. Click Save.
  2. Display flow actions for cases:
    1. On the Bulk actions page, in the Filter Property column, remove the filter criteria that evaluate an assignment.
    For example: Delete rows that contain Assigned to Operator or Assigned to Work queue filter properties.
    1. Click Filter Cases.
    2. Select the check box next to each case for which you want to run the flow action.
  3. Display flow actions and connector actions for assignments:
    1. On the Bulk actions page, in the Filter Property column, add filter criteria that evaluate an assignment.
    For example: Add rows that contain Assigned to Operator or Assigned to Work queue filter properties.
    1. Click Filter Cases.
    2. Select the check box next to each assignment for which you want to run the flow action.

Related articles

Understanding case hierarchyValidating case data

Tags

Pega Platform 8.7 Case Management

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Visit the Support Center

Did you find this content helpful?

Yes
No

Want to help us improve this content?
Suggest an edit

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us