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Creating a change request

Updated on June 29, 2022

Pega 1:1 Operations Manager gives non-technical teams the ability to request changes to business-as-usual operations. In the Pega 1:1 Operations Manager portal, you can create change requests to create a new action or update an existing action.

Note: This procedure does not apply to the Change prediction request type, which is used to deploy changes to models that are used in predictions. For more information, see Understanding the change request flow.
Pega 1:1 Operations Manager Documentation Center
  1. Log in to Pega 1:1 Operations Manager as a user with the <your overlay application>:BusinessUser access group.
    The default portal for the <your overlay application>:BusinessUser user group is the 1:1 Operations Manager portal. For more information, see Configuring Pega 1:1 Operations Manager in the Business Operations Environment.
  2. In the left navigation pane, click CreateChange Request.
  3. In the Change Request window, in the Name field, enter a meaningful title for your request.
  4. In the Select type section, select whether you want to create a new action, update an existing action, or whether you are unsure at this time.
  5. In the Completion date field, specify when you want the update to be completed.
  6. In the Description field, provide more details about the changes that you want to request.
    For example: Create a new action which promotes the Platinum Credit Card to customers who are part of our loyalty program.
  7. Optional: In the Attach files section, provide files related to the request by clicking Attach.
  8. Click Create.
    Result: Pega 1:1 Operations Manager creates the change request. For change requests other than Change prediction, you can now define additional requirements, context, eligibilities, and channel details.
  9. Depending on the type of change that you want to request, do one of the following tasks:
    Create new action
    1. Review the request details on the Define attributes tab and adjust them as required, for example, to provide more information about the action.
    2. In the Define availability tab, specify the conditions under which the action is available to customers.

      For example: Specify the dates when the action is available, or indicate whether the action should be offered to customers as part of a bundle.

      • If you want to create a new action with availability set as Never in Pega 1:1 Operations Manager, clear the Make this action available check box.

        This will set the action availability to Never in Customer Decision Hub.

      • If you want to create a new action with availability set as Defined time period in Pega 1:1 Operations Manager, select the Make this action available check box, enter Action start date and Action end date.
    3. If you defined any customer journeys for your Pega Customer Decision Hub application, select a customer journey stage that the action is associated with in the Define journey stage tab.
    4. In the Define engagement policy tab, select the conditions under which the action can be offered to customers.

      For example: An action can be offered only to customers who signed up for a loyalty card.

    5. In the Define channels tab, describe or select the treatments which you want to be associated with the action.

      For example:

      • Provide the text for the web ad or ads which you require, and describe their placement on the web page
      • Define the subject line, tracking code, and other data elements for an email
      • Select an existing external or internal email treatment
      • Define the text, tracking code, and other data elements for an SMS
    Update existing action
    1. In the Specify details section, select the action that you want to update.
    2. Specify the action attributes that you want to update.

      For example:

      • Update action details
      • Modify engagement policies
      • Edit, create, or remove treatments for the action
    3. Update the availability for the actions:
      • If you want to update the existing action with availability set as Never in Pega 1:1 Operations Manager, set the Availability to false.

        This will set the action availability to Never in Customer Decision Hub.

      • If you want to update the existing action with availability set as Defined time period in Pega 1:1 Operations Manager, set the Availability to true and enter the Start date and End date.
    When creating new action, or while updating an existing one, you can use the Web, Mobile, SMS, Push, Agent-Assisted and Email treatments. You can also select a predefined internal email treatment and associate it with the action. While editing an existing action, you can disassociate the internal email treatment (if present) and associate another one.
  10. Click Submit.
    Result: The change request is created and is now available for review by an operator with the <your overlay application>:TeamLead access group, as shown in the following figure:
What to do next:
Tip: If you want to edit the request details after you create it, click ActionsReturn to plan.
  • Previous topic Configuring Pega 1:1 Operations Manager settings
  • Next topic Creating a fast-track change request in Pega 1:1 Operations Manager

Tags

Pega Customer Decision Hub 8.7 Decision Management

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