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Working on a change request

Updated on April 12, 2021

In the Build phase, a user in the NBASpecialist access group makes the changes required to complete the change request.

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 Pega 1:1 Operations Manager Documentation Center Pega 1:1 Operations Manager Documentation Center
  1. To view all your pending change requests, log in as a user in the <your overlay application>:NBASpecialist access group.
  2. In the To do section of the Pega 1:1 Operations Manager Home page, click Go by the request that you want to review.
  3. Review the request details and the required Build tasks.
  4. In the Design treatment task, perform one of the following steps, depending on the specifications:
    • If the business user selected an existing treatment, review it.
    • Configure a new treatment.
      Note: By default, the system generates treatment names according to the following schema: ActionName + treatment name + number of treatments. You can modify the name as required, as long as the name that you specify for the treatment is unique.
  5. In the Configure engagement policy task, configure the eligibility, applicability, and suitability criteria, as well as the contact policy details.
  6. After specifying eligibility details, on the Prepare validation tab, select the persona to perform unit testing for the eligibility criteria.
    You can select from existing personas based on how well they match the criteria you configure, or define a new persona for the test.
  7. On the Run validation tab, for each selected persona, specify the desired outcome of the action in the Desired outcome column, as in the following figure:
  8. Click the Run icon above the list of personas.
    Result: The validation runs. If the desired outcome for a persona matches the actual outcome, the validation for that persona is successful. Otherwise, the validation is marked as Failed. For each persona, you can view the validation details. Failed validation criteria are marked in red.
  9. Optional: Click on Export excel file to download the Engagement policy validation report. For more information about how to use this report, see Verifying your configured engagement criteria with Engagement policy validation report.
  10. On the Peer review tab, enter notes for the peer reviewer, and then complete the task.
  11. Optional: To get the next task from your work list, click Get next.
Result: The system sends the request to the peer reviewer. The peer reviewer can approve or reject the changes. If the request passes peer review, it is sent back to the team lead to approve the changes for deployment. For more information, see Verifying and deploying a change request.

Verifying your configured engagement criteria with Engagement policy validation report

Follow these guidelines for interpreting and use of the Engagement policy validation report.

While working on a change request, and configuring the engagement policy you can prepare a validation to perform unit testing for the eligibility criteria. The following report is generated:

Engagement policy validation report

In the report you can see this logic: T+A+E. T and A and E represents the conditions, against which the persona will be validated:

  1. T represents the criteria defined in the Next-Best-Action Designer at All Group level. They are applicable to all Business Groups.

    In the screenshot, the action is applicable for a persona, whose age is greater or equal to 18. This condition is defined and a top group level and should be inherited by all the actions defined across all the groups.

  2. A represents the condition which is defined in the Next-Best-Action Designer at the group under which the action is present. In the example, the action is present under the Credit Card group.

    Credit card group criteria states that the count of deposit accounts is less than or equal 5.

  3. E represents the criteria that are defined in Next-Best-Action Designer at action level.

    The action-level criteria in the example are defined as age is equal to 22.

To sum up, each persona gets validated, and to be qualified for the specific action, needs to first pass through the conditions defined at All Groups level (T), and then the action-group level (A), and finally the action-specific condition (E).

In the report, all of the criteria are grouped at 3 levels: eligibility, applicability and suitability. All of them gets evaluated against the values. The values are available on persona (Actual Value column) and then the results are presented (Status column)

In the report we can see, if the Actual outcome was the same as Desired outcome.

Creating a test persona for Pega 1:1 Operations Manager

To validate the engagement policy changes implemented for a change request, NBA Specialists can define test personas with characteristics relevant to the engagement policy.

As part of working on a change request, NBA Specialists can run a validation on the engagement policy changes that they implement. This validation uses customer personas to check whether the outcome of the changes matches the expectations, that is, that the new or updated action is selected for the correct audience. NBA Specialists with access to Dev Studio can define these personas as required.
  1. Log in to your Pega Customer Decision Hub implementation application as an operator with access to Dev Studio.
  2. In the left navigation pane, click App.
  3. In the Classes section, enter Data-Decision-Request-Customer, and then press Enter.
  4. Click Data ModelData Transform.
  5. Click an existing persona transform, for example, CustomerPersona.
  6. Click Save as to save the data transform into your own implementation layer.
  7. On the Definition tab, adjust the properties as required.

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