The Create case shape creates the case in the Pega Appeals and Grievances application. The Appeal creation subprocess has the CreateAppealExtension extension point that you can use when you use a different application to create appeals. The decision shape is controlled by the Create complaint in ext app configuration setting, which determines whether to create the appeal in the Pega Appeals and Grievances Manager application or route the appeal work to an external application.

The following figure shows the modified CreateAppeal flow.