Creating new work cases from messages
The NewWork flow calls the CreateWorkCase flow if a message was not attached to an existing work case during the search process; that flow calls an activity of the same name, which determines if a work case should be opened and,if so, opens it. Smart Investigate for Payments opens a new work case only if a PegaRESEARCH Manager query based on the parsed data returns a single match that is not already linked to an existing work case.
- TheCreateWorkCase activity first calls the PaymentSearch activity, which sets up a temporary page and calls the TransactionSearch activity. If a single unlinked match is not found, CreateWorkCase ends and the NewWork flow continues and routes the message for processing.
- If a single match is located, the system attempts to open a work case, the class of which is determined by the message line of business, the parsed work type, and the class of the message case.
- The parsed work type is converted into the last part of a work case class name using the map value rule ParsedWorkTypeToClassWorkType. For example, if IAM is returned by the parsing logic, it is converted to IncAmount (for MyCoSI-Work-Pymt-IncAmount). You must update this map value rule to add logic for finding additional work types.
- If the work type is not parsed or if the parsed work type causes an error during the add process (for example, a required field is missing), then the system opens an Unknown work type.
- Once a case is added, the audit trail records the PegaRESEARCH Manager results and the messages attached; the message work case should be resolved.
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