1. In the navigation pane of App Studio, click Case types.
2. Click the service request type that you want to open.
3. In the Settings tab, click Case processing options.
4. Enable or disable the following features by selecting or clearing the Enable check box.

   Feature	Description
   Allow duplicate search	If enabled, the application checks for potential duplicate cases at the start of the Intake stage. If a duplicate case is found, the CSR can select the existing case to process, and delete the new case.
   Bypass eligibility	If enabled, when a case fails the Eligibility stage and proceeds to the Not eligible alternative stage, the CSR has the option to move the case to the Intake stage, even though it did not pass the eligibility check.
   Compose and send messages	If enabled, the Other actions menu for this case type will include the Compose and Send message actions
   Review intake	If enabled, the CSR is presented with a review page at the end of the Intake stage. From the review page, the CSR can go back to an intake page and modify data. In addition, the Other actions menu will include a ProcessReview command.
   Run eligibility process	If enabled, the application runs the Eligibility stage to determine whether the customer is eligible to proceed with the case. If disabled, the application skips the Eligibility stage.
   Send intake notification	If enabled, the application sends a notification about the intake at the end of the Intake stage. The notification recipients are the work parties identified for this case type, including the customer.
   Send resolve notification	If enabled, the application sends a notification confirming the completion of the case at the end of the Resolve stage. The notification recipients are the customer and the work parties identified for this case type, including the customer.
   Show Approval rejection stage	If enabled, the Change stage command, on the Other actions menu, will include the Approval rejection stage. If disabled, that stage will not be visible for selection.
   Straight through process	If enabled, the application processes the case without manual intervention during the Process request stage. The application skips the Process request step and proceeds to the Post request processing step.
   Transfer work	If enabled, a CSR can transfer this case and the work associated with it. The Other actions menu will include a ProcessTransfer command.
   Use new confirm screen	If enabled, the application uses the newest confirmation page at the end of the Resolve stage, to confirm that the case is complete. If you require the legacy version of the confirmation page because you have previously customized it to meet your needs, disable this setting.

5. Click Save.

For more information, see Case type templates.

1. In the header of App Studio, click Case types.
2. Click one of the case types that uses the new service template, for example, Account Address Change.
3. On the Case life cycle page, based on which notification you are modifying, perform one or both of these steps:
   • To modify the Send intake notification, in the Intake stage, click the icon to the left of Send intake notification.
   • To modify the Send resolution notification, in the Resolution stage, click the icon to the left of Send resolution notification.
4. In the right pane, to use the existing template with slight modification, follow these steps:
   1. Click Use existing.
   2. In the Notification name list, select a name.
   3. Optional: Add text in the Audit note field.
   4. Click Save.
5. To create a new intake notification template, follow these steps:
   1. In the right pane, click Create new.
   2. In the Recipients section, in the different drop-down lists, select your recipients or add a new one.
   3. To modify the message, click the Message section to expand it.
   4. Click Compose to modify the notification.
   5. In the Compose message window, make your changes, and then click Done.
   6. To modify the logo, media icons, organization disclaimers, and CSR personalized signature, click Open notification in Dev Studio.
      For more information, see Notifications.

You can also create your own templates in Dev Studio. Click ApplicationChannels and interfaces Email, and then click the Behavior tab. In the Email Templates section, add your custom suggested reply template.

1. In the navigation pane of App Studio, click Case types.
2. In the Case types section of the Overview page, click A service case template.
3. In the case life cycle of the Service case template, in step 2 Intake, click the Notification icon in the Send intake notification section.
4. In the Step pane on the right side of the page, click Message, and then click Compose.
5. In the Compose message window, follow these steps:
   1. Click Choose template on the top right side of the window.
   2. In the list of templates, click one of the options.
      The details of the template appear at the right of the window.
   3. Click Select for the template that you want.
   4. In the Compose message window, modify the text by using the text editor icons.
   5. Click Done.

1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
2. In the case working area, click Save and run.
3. Run the case until the Confirm harness page opens.
4. Open the design mode by clicking Design.
5. Edit the Confirm harness by completing the following steps.
   For more information, see Customizing the user interface of service requests.
   1. In the Confirmation message field, enter the message the CSR sees when the case is complete.
   2. In the Confirmation content field, in the Header field, configure content to display in the header section.
   3. In the Summary field, configure how to display summary information about the completed case.
   4. In the Related work assignments field, configure how to display related work assignments for the completed case.
   5. In the Footer field, configure content to display in the footer section of the page.
6. In Dev Studio, configure the What's Next section of the Confirm harness:
   The What's Next section of the Confirm harness displays the next steps for the case so that the CSR can share this information with the customer. For example, for a credit card cancellation, this section tells the customer how and when they will receive their new card, and provides instructions for the customer to destroy the old card. Keep the What's Next text short for maximum impact.
   1. In the header of Dev Studio, search for and open the WhatsNext decision tree for the new case type.
      For example: For the Statement Copy case type, the WhatsNext decision tree is in the PegaCA-Work-Service-StatementCopy class.
   2. Insert a new condition statement by clicking the Add Row icon.
      When this condition evaluates to true, the associated messages appear in the What's Next section of the Confirm harness page.
   3. Define the criteria for the condition statement.
      For example: To display a message based on case status, select the .pyStatusWork property, the equal (=) operator, and the status.
   4. Specify the message to display when the condition evaluates to true by clicking Take Actions.
   5. Click the Add Row icon.
   6. In the Set field, enter .WhatsNext(<APPEND>).pyDescription.
   7. In the equal to field, enter the message that you want to display.
      The message can consist of text and property names. Surround the text with double quotation marks, and enter the plus character (+) to join text and property names.
      For example: "We will fulfill your request in "+.BusinessDays+" business days."

      See the default decision tree rules for examples.

      Note: In several of the default WhatsNext decision tree rules, the conditions include this message: @getLocalizedText(“FieldValueName”.”pyCaption”,tools). This message references related Field Value rules so that you can localize the samples. The tools parameter retrieves the specified field value.

      For more information, see About decision trees.

   8. Click OK.
   9. Click Save.