1. In the navigation pane of App Studio, click Case types.
2. Click the service case that you want to modify.
3. In the editor window, click the Data model tab to add a new data field or to modify an existing field for the case type.
4. To modify or add a stage or step to the case type, click the Workflow tab.
   For more information, see Defining the case life cycle.
5. To modify sections that use design templates, click Views and click the specified view.
   For more information, see Building a form for a case type.
6. To fine tune the behavior of the case type click the Settings tab. For example: You might want to adjust the SLA goal and deadline settings or define participants that are involved in the case.
   For more information about each tab, click the View contextual help icon at the right of the tab.

For a list of service requests that are editable in App Studio, see the application release notes for the current and previous releases.

For more information about changing case type interfaces, see Organizing your form and Accessing views in your application.

1. In App Studio, launch an interaction.
2. Click Add Task and then click the service case that you want to edit.

   Note: You cannot edit the user interface view in App Studio if the service request is created manually in Dev Studio. As a best practice, create new service requests using App Studio to ensure on-going maintenance can be supported through App Studio.

3. Click the Toggle design mode icon.
4. Click the Workarea icon in the header or composite section of the service case depending on your requirement.
5. To change the template, click Change and then select a template of your choice.
6. To add sections in the template, click the Add icon and drag and drop the section of your choice to the template.
7. To delete a section, click the section and then click the Remove this section icon.
8. To edit the fields of the section, click the section, highlight the field that you want to edit, and then click the Edit this field icon.
9. Update the required fields in the right corner of the page and click Apply.
10. To add fields in the section, click the Add icon on the right panel and then click Add to review.
11. To delete the fields from an existing section, right-click the field name on the right panel and then click Delete.

    Note: You cannot edit repeating dynamic grids in the composite sections.

1. Create an operator specific to the access group that is responsible for defining CBAC rules.

   Application	Access group
   Pega Customer Service	For the CustomerService 8.5 application stack: CustomerService:GDPRCSAdmin For the CustomerService 8 application stack: GDPRCSAdmin
   Pega Customer Service for Communications	For the CustomerServiceForComms 8.5 application stack: CustomerServiceComms:GDPRADMIN For the CustomerServiceForComms 8 application stack: GDPRCSCAdmin
   Pega Customer Service for Financial Services	For the CustomerServiceForFS 8.5 application stack: CustomerServiceForFS:GDPRCSFSAdmin For the CustomerServiceForFS 8 application stack: GDPRCSFSAdmin
   Pega Customer Service for Healthcare	For the CSHC 8.5 application stack: CustomerServiceHC:GDPRAdmin For the CSHC 8 application stack: GDPRCSHCAdmin
   Pega Customer Service for Insurance	For the CustomerServiceForInsurance 8.5 application stack: CustomerServiceForIns:GDPRAdmin For the CustomerServiceForInsurance 8 application stack: CSIGDPRAdmin

   This operator is used for GDPR processing and is not related to a CSR operator.Note: The access group is created automatically when you create your application.

2. To authenticate the operator, configure the GDPR-specific operator with the GDPRBasicAuth rule.
   For more information on authentication scheme planning, see Authentication in Pega Platform.
3. Define client-based access controls (CBAC) for the Pega database. For example, Contact, Account, Address data, and Address change.
   Default CBAC rules are included with the application.
   1. Contact your legal counsel to determine the client-based access controls for making revisions, based on the interpretation of the regulation, assessment of the valid business purposes for storing and using client data, and assessment of competing legal requirements in your industry and country or jurisdiction.
   2. Identify the personal data that your application stores in the Pega database that is not known to the default Pega CRM applications.
   3. Create client-based access controls for each property.
      For more information on defining CBAC rules, see Defining client-based access control rules.

See the Classes and Properties landing page.

1. Log in by using an administrator account. Dev Studio opens.
2. In the Explorer panel, click App.
3. Right-click the first class name and select Definition.
4. In the Settings section, in the This class field, click is a class group or belongs to a class group.
5. If This class field belongs to a class group, then select the class from the Class group list.
6. Click Test Connection to see the name of the table currently mapped to this class.
7. Determine the name of the table that the database administrator resource at your site wants you to use for storing instances of this case type.
8. Optional: Repeat steps 2 through 6 for each class in your application.

Identifying the most appropriate lock setting for your application and case types is important because it can affect the throughput of work in your application. For example, if a case type allows only one user at a time to edit a case, then other users cannot update the case until the first user unlocks the case or the lock settings expire.

Alternatively, if multiple users can work on a case simultaneously, then each user receives a notification when another user updates the case, and those changes are added to the case.

1. In the navigation pane of App Studio, click Case types.
2. Click the case type that you want to modify.
3. Click the Settings tab.
4. Under Access strategy to open and work on a case, select the locking strategy:
   • Allow one user - Lock the case when a single user is working in it, and leave it unlocked until that user releases the lock, or the lock times out.
   • Allow multiple users - Do not lock the case when users are working in the case.
5. In the Time out value field, enter the number of minutes after which to automatically unlock a locked case.
   For child cases, this value should be less than the timeout value for the parent case.
6. Click Save.

For example, the out-of-the box Update a contact name case type calls the error handler during post-processing. The following figure shows how the Check Primary Address activity calls the czErrorHandler activity:

The error handler feature includes extension points in an ErrorHandlerExt activity so that you can customize error processing to meet your specific business needs.

When an error occurs, you can configure the error handler to display a message to the operators and to log the error to the PEGA log file. For more information, see Log files tool.

If the error type is Alert, you can configure an alert message and code to send to Pega Diagnostic Cloud (PDC) for further action.

1. In the navigation pane of Dev Studio, click App.
2. In the App pane, select the class and then scroll to find the case type that you want to modify.
3. Click the Expand icon next to the case type name to show components of the case type, and then click ProcessFlow to view the case type flow.
4. Modify the case type flow to call the error handler activity or data transform from the appropriate flow action or step.
   For detailed information about how to modify case types from Dev Studio, see Automating work by creating case types.
5. Configure the parameters for the error handler.

   For example, if you call the error handler activity from another activity, configure the Method Parameters for that call as shown in the following figure:

   

   

   1. In the Message parameter, select the message to display and log.
   2. In the MessagePage parameter, select the page on which to display the message.
      The default is pyWorkPage.
   3. If you do not want to display an error message on the page, for example, if you only want to log the error, clear the SetPageMessages check box.
   4. If you do not want to log the error message in the application error logs, for example, if you only want to display the error on the page, clear the SetLogMessages check box.
   5. In the LoggingLevel parameter, select the error type. The page error message and logged error message both include the error type.
      • Alert
      • Debug
      • Error
      • Info
      • InfoForced
      • Warn
   6. If you set the LoggingLevel to Alert, configure the alert code and message for the application log:
      1. In the AlertCode parameter, select the alert code.
      2. In the AlertMessage parameter, select the alert message.
   7. If you set the LoggingLevel to Alert, configure the alert parameters to send to PDC:
      1. Open the error handler activity or data transform.
      2. For the Generate and report the PDC alerts method, click the Expand to see method parameters icon to display the Method Parameters.

         

         

      3. Enter a value for each alert parameter that the case type sends to PDC.
6. Click Save.