Provide an uninterrupted experience for the users of your offline-enabled mobile
app by routing possible case status conflicts to designated work queues. By adopting
this functionality, users continue to use the app while a designated person (for
example, a system administrator) can address the conflicts to ensure that no data is
After an offline-enabled app synchronizes with the server and the case status on the
server progresses in respect to the case status on the client, Pega Platform creates a status conflict case (named Sync
Error Case) in the Pega-Work-OfflineSync class
that contains data from the case on the client. Pega Platform then
routes the status conflict case to the work queue that you define, so that a designated
person can address the conflict. Pega Platform stores the case data
from the client on the corresponding pySyncErrorCase clipboard
page.Note: By default, Pega Platform routes the status conflict
case to the user that submitted the original case. To ensure a smooth user
experience, always route the status conflict cases to designated work queues, so
that users can continue to use the app without focusing on case status conflicts.
Meanwhile, a designated person, such as a system administrator, can analyze and
address the conflicts.
For example, a uPlus employee submits an expense report through the designated company
app, and then switches the mobile device to airplane mode because of a business flight.
During the flight, the employee, whose app is now in offline mode, decides to make
changes to the expense details and resubmit the case. The changes are queued for
synchronization after regaining connectivity. However, at the same time, the employee's
manager approves the expense report in the web application. After the employee gets off
the plane and goes online, the app synchronizes with the server and a case status
conflict arises because the case has the Resolved status on
the server and the Pending approval status on the client.
Pega Platform creates a status conflict case that contains the
data that the employee updated during the flight, and then routes the status conflict
case to the system administrator that analyzes and addresses the issue.
In the header of Dev Studio, click the name of the application, and then click
Channels and interfaces.
In the Current channel interfaces section, click
the tile that represents a mobile channel for your app.
On the mobile channel page, on the Configuration tab,
click the Offline category.
In the Case type section, next to the case type for which
you want to configure routing of case status conflicts, click the
Edit configuration icon.
In the case type configuration dialog box, in the Select work queue
for case status conflicts list, select the work queue to which
you want to route status conflict cases, and then click
On the mobile channel rule form, click Save.
Result: At run time, in the event of a case status conflict,
Pega Platform creates a status conflict case that contains data
from the case on the client, and assigns the case to the work queue that you selected.
The app does not notify the user about the conflict.For example: A mobile app developer configures the uPlus offline-enabled app to route status
conflict cases to the SysAdmins:CaseStatusConflicts work
Improve the performance of your offline-enabled mobile app by excluding data pages from the app installation package. For example, exclude a resource-heavy data page from packaging when you plan to replace the data page with a large data page that is optimized for offline mode.
Optimize data exchange and save time when your offline-enabled mobile app synchronizes with the server, by excluding data pages from the delta synchronization process. For example, you can exclude a large data page with a list of countries that does not change often and therefore does not have to be packaged during delta synchronization.
Ensure that your mobile app displays custom resources and continues the process flow in offline mode by including the resources in the app installation package. For example, you can add offline support for a custom font that matches your company's branding guidelines.