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Work object model

Updated on March 4, 2022

There are various types of work objects — messages, exceptions, tasks, and so on — depending on the application and its unit of work.

When your application initiates a work object, a predefined model populates key property values (such as urgency) that directly affect the work object’s relative priority and placement in operator worklists. As work objects progress towards resolution, core property values such as priority and status are continually updated to reflect the current stage of processing.

There are three types of work objects: basic work objects, covers, and folders. Applications use basic work objects; some, but not all, may use covers or folders.

  • Work objects capture and process information about an individual unit of work.
  • Covers tightly coordinate processing of one or more distinct, but closely related, work objects. The system normally resolves a cover work object after all of its component work objects are resolved.
  • For example, if a customer request creates three separate work objects, the work objects may follow separate flows, may be handled by separate departments, and may not affect each other. The cover object provides consolidated visibility to the request, which can be resolved once each component object is resolved.
  • Folders hold one or more work objects (which can be basic work objects, covers, or other folders). In contrast to covers, the relationship between folders and work objects and their contents may be many-to-many. One work object may be associated with multiple folders, but only one cover.

Each work object has a unique ID that is computed by combining a system-assigned number and a prefix defined by a map value rule. Smart Investigate for Payments uses the following prefixes:

  • The M- prefix is used for message cases.
  • The PEG prefix is used for exceptions.
  • The CMP prefix is used for compensation cases.
  • The CVR prefix is used for bulk-entry payments cases.

See Setting Up Your Organization, for information about setting up prefixes for your organization.

Pega Smart Investigate for Payments Implementation Guide

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