The Unknown work type is a class that allows messages to open work cases even if the
exact error could not be parsed out of the text. Only the system can enter Unknown work
types, not users. The Unknown work type has two available flow actions: Change Case Type
and Resolve Investigation. The Change Case Type flow action allows the user to read the
message and manually determine what it should be. Once changed, the system executes the
standard NewWork processing for that case type. The Resolve Investigation flow action is
used on all exception work cases.
Pega Smart Investigate for Payments