A case is defined as a Service Case or a Service Request, which is a process that your staff will execute to service your customers. Each case contains one or more processes that will be extended or created to meet your business requirements. You can create new or edit existing case types based on the needs of your application during your planning process.

• Updating case types

  If an existing case type is close to meeting your business requirements, you can modify it and use it.

• Adding case types

  If you require a case type that is not like 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.

• Defining class group to database table mapping

  To define how your cases are stored in the database, create a relationship between the class and the physical database table where the class instances will be stored. Work with the database administrator at your site on this task.

• Configuring case type locking

  For each case type, select whether only one user at a time can edit a case, or whether multiple users can concurrently edit the same case.

For more information on defining case-types, please see Creating case types.

Pega Foundation for Financial Services includes sample cases for testing and demo purposes. You can view a list of the case types from the Designer Studio by selecting Case types icon from the left navigation panel.

• Defining requirements