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Optional: Extending Field Service case types

Updated on May 18, 2021

Analyze the existing out-of-the-box case types to meet your specific business requirements. If they do not meet your requirements, extend the existing Field Service case types as follows to reuse the out-of-the-box features for your specific business requirements.

  1. In the navigation pane of Dev Studio, click Case types.

  2. Click Add a case type.

  3. Enter the Name for the new case type.

  4. Click Advance Settings.

  5. Select the following entries for the respective case types.

    Case typeDerived from (Directed)Derives from (Pattern)
    Service requestPegaFSM-Work-ServiceRequestCustFSM-Work-ServiceRequest
    Standard RepairPegaFSM-Work-FieldServiceWorkOrder-StandardRepairCustPegaFSM-Work-FieldServiceWorkorder
    Standard TaskPegaFSM-Work-Task-StandardTaskCustPegaFSM-Work-Task
  6. Select the appropriate ruleset and ruleset version and click Submit.

  7. Provide a name and description for the case and click Next.

  8. Define a life cycle for the case type.

  9. Click Finish.

Set up the implementation task class group. For more information, see Optional: Setting up the implementation task class group.

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