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Creating new work cases from messages

Updated on March 4, 2022

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.

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. Once a case is added, the audit trail records the PegaRESEARCH Manager results and the messages attached; the message work case should be resolved.
Pega Smart Investigate for Payments Implementation Guide

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