By default, a case type that you create from the Customer Service Remote Template is displayed on the Add Task menu in the default service request category. For more information about changing this behavior, see Editing Task behaviors.

1. In the navigation pane of App Studio, click Case types.
2. Click New.
3. In the Case type name field, enter a name for the wrapper case type.
4. Expand the Case template section, and then, in the Template list, select Customer Service Remote Template.
5. Expand the Advanced section, and then, in the Reuse assets from list, select A remote case template.

   Selecting this value ensures that Pega Customer Service adds the new wrapper case type to the PegaCA-Work-Service-Remote hierarchy or its corresponding implementation class.

   

   

6. Click Next.

   

   

   Result: The new case type is displayed on the Workflow tab. Do not edit the default workflow of the wrapper case type.
7. Click the Settings tab, and then click Remote case settings to select the remote case type and configure the associated settings.
   For more information, see Configuring remote case settings.
8. Click Save.

The following figure shows an example of a local case type that is mapped to a remote case type:

To render the mashup with the correct styling, send the pzSkinName parameter to the remote case as part of instantiation, as shown in the preceding figure.

If you authenticate all local operators by using a single remote operator, then the instantiation settings for the wrapper case type must map those credentials to the remote case, and the operator password value must be passed to the Password parameter as a base64 encoded string. Refer to the example mappings in the preceding figure.

1. In the navigation pane of App Studio, click Case types.
2. Click the case type that you want to open.
3. On the Settings tab, click Remote case settings.
4. In the Remote application list, select the remote application.
5. In the Case type list, select the class of the remote case type.
6. If the remote case type has more than one flow, select the starting flow in the Starting process list.
   Note: This field is visible only if the remote case type contains more than one flow.
7. In the Map values to Initialize properties for Instantiation section, identify the properties to send from the remote application to your Pega Customer Service application to initialize the wrapper case:
   1. Click Add mapping.
   2. In the Source property or value (from current case) field, select a local property or static value in your Pega Customer Service application that you want to populate, for example, parameters or a skin name.
      If you select a property, it must be a scalar (singular) property that is available as the immediate child of the case. Examples of static values include a parameter or a skin name.
   3. In the Target property (from remote case) field, select the remote property or static value that Pega Customer Service populates with the value from the local property or static value that you identified in the Source property or value (from current case) field.
8. In the Map exposed properties from the remote case for UI interactions section, identify which properties the remote applications needs to update when the CSR saves the intake data:
   1. Click Add mapping.
   2. In the Source property (from remote case) field, select a property in the remote application that Pega Customer Service populates with a value during customer intake.
   3. In the Target property or value (from current case) field, select the local property that Pega Customer Service populates with the value from the remote property that you identified in the Source property (from remote case) field.
      The property must be a scalar (singular) property that is available as the immediate child of the case.
9. Click Save.