Completing the technical setup for remote case types
A system architect or other technical resource completes the technical setup that is
required to support remote case type processing. Configure the remote case type so that Pega Customer Service can make that case
type available from the Interaction Portal. Mark it as a remote case type,
and then map the properties that the system sends to and receives from the local
application. The remote application exposes several properties in the remote case type for UI
interactions. For information, see Remote case type properties for UI interactions. The following figure shows an example of the property mappings for a remote case
type. This video demonstrates how to expose a case type in the remote application as a remote case type: By default, the remote application exposes several properties in the remote case type
for UI interactions. The Customer Service Remote Template provides the wrapper case type
with default properties to hold those properties. To ensure that the remote properties are available to the wrapper case type, perform the
following actions: In the pxDataFields section, the system loads custom properties that
are exposed for UI interactions on the remote case type as hidden fields. Configure the remote application to communicate with the local application. This video demonstrates how to configure the trusted domains for mashup
security: This video demonstrates how to enable the samesite cookie attribute: You can configure one operator for all users of the local application, or you can
configure one operator for each user of the local application. The local operator will need to log in to the remote application to process a remote
case type. The access group for the remote operator should have minimum access to the
user portal. For information about how to add a new operator, see Creating an operator ID. For more information, see Creating a mashup. In the mashup code, the channel ID is displayed in the line that starts with
This video demonstrates how to configure the Web mashup channels: To enable communication between the local application and the remote application, add a
new remote system instance to the local application. This video demonstrates how to create a new remote system instance:
If you are connecting to a version 8.5 or later remote application, use Dev Studio to connect your local application to the Web mashup channels that
you configured in your remote application. This video demonstrates how to connect the local application to the Web mashup channels:
The Customer Service Remote Template provides the local wrapper case type with
extension points. In addition, remote case processing has known limitations to
consider. The following table shows the extensions available for the wrapper case type.
Extensions included in the Customer Service Remote Template are noted. PegaCA-Work-Service-Remote ProcessRemoteRequestExtn Remote case processing has the following limitations: The status of the local case remains unchanged even if the corresponding
remote case was processed in the remote application. The project team
must build the system for the syncing up of the local case with the
remote case. The Web Mashup supports basic authentication (username and password)
only. In the remote application, create the work object (remote case) as a
concrete case and not a temporary case. If the remote case is a
temporary one, the application will not populate
czRemote* properties in the wrapper case type
correctly. The properties being delegated across the work object are scalar and
available as the immediate child of the work object (that is, the
case).Configuring remote case types
Remote case type properties for UI interactions
Mapping the exposed remote case type properties to properties from the template
Remote case type properties exposed for UI interactions Wrapper case type properties that hold values from the remote
case pzInsKey czRemoteHandle pyStatusWork czRemoteCaseStatus pyID czRemoteCaseId pxUrgencyWork czRemoteCaseUrgency pxObjClass czRemoteObjClass pyLabel None Configuring the remote application
https://www.example.com:443
data-pega-channelID
. Enter these values in the local
application's pySetFCMMashupChannelMeta data transform to
connect to the Web Mashup channels. For information, see Connecting to mashup channels.Adding a remote system instance
/prweb/
to ensure
that the local application can connect to the remote application.Connecting to mashup channels
Extensions and limitations
Extensions for wrapper case types
Rule name Rule type Usage pyCaption Process remote request Field value Change the flow action name used for process remote request flow
action. PegaCA-Work-Service WhatsNext Decision Tree Based on the business scenarios, set the conditions to render the
What’s Next details in the confirm page. Included in the Customer
Service Remote Template. PegaCA-Work-Service WorkSummary Section Work summary of the case displayed in the confirm page.
Included in the Customer Service Remote Template. Work- cyReviewCaseDetails Section Used in the review page to display the general information for a
case. PegaCA-Work-Service CAWorkSpecific Section Used to include details about the work object (case) on the
confirm and review pages. Override in each work object class with
details required for display for that object. Included in the
Customer Service Remote Template. style-remote-layout CSS helper class CSS helper class on the mashup div that you can customize on the
implementation application to style the mashup frame. Section Extension section for remote scenario, to show additional
information when the system processes the remote case. PreRemoteProcessing Activity Extension rule for the implementation layer to update, if
anything needs to be updated before remote case
processing. PostRemoteProcessing Activity Extension rule for the implementation layer to update, if
anything needs to be updated after remote case
processing. Limitations
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