If you require a case type that is not similar to an existing case type, create a new one that meets your business requirements. If you want to add additional request types to your change request, create them as new case types.
For a list of the case types, see the Product Overview Guide on the Pega Foundation for Communications product page.
In the navigation pane of Dev Studio, click Case types.
Click Add a case type.
Enter the Name for the new case type.
Click Advanced Settings.
Select the PegaComm-FW-PCFW-Work class as the Derives from (Directed) class.
Select the Derives from (Pattern) class.
Select the appropriate Ruleset and Ruleset version.
Define the case life cycle.
For more information, see Define the case life cycle.