Published Release Notes

Post files and links with pxPostMessage API

The pxPostMessageAPI now supports text messages, file attachments, and hyperlinks. You can programmatically update Pulse streams using this API from activities or SLA rules.

Case Management

This release has continued to focus on improving the functionality of the design environment with improvements to the Case Designer and stage configuration. Additional end user capabilities were also added to allow for processing a wider variety of cases, for those with and without stages and improved bulk processing handling.

• Flow action processing now uses the primary page instead of the interest page when using case/stage local actions, so that embedded flows are properly populated.
• Case-wide local actions rely on pzInternalStageFlow when there are no active, non-hidden assignments on the case. These case-wide local actions will now appear on a stage-less flow with no assignments.
• If a (valid) error is displayed in the outline view, saving or clicking around will not delete the error - the error will remain as a reminder to the developer to solve whatever problem is being flagged.
• May now add Cascading Approval validation and edit the parameters from the Case Designer Stage and Step page.
• Page labelling ("Page 1 of X") appears in the history list presented in the audit tab.
• The bulk processing feature has been enhanced.
• The Outline View functionality was changed so that the visible page will no longer refresh each time a flow is edited.
• The Post value was added to the instructions text field, so data isn't lost between nodes in the outline View.
• When Assign to Operator or workbasket is included as a filter, the bulk processing gadget is supposed to get a list of assignments. The UI for the results was enhanced for assignments to include a column for instructions so that the different assignments on the same work item can be distinguished.
• When designing a case type’s stages, it is no longer possible to skip the last stage (by using the "skip stage when" setting). When creating or editing the last stage, developers may no longer set a skip when rule; if tried, the system will display a warning and prevent that. If a Skip When rule is set up for a stage, and then all the intervening stages are deleted so that this stage becomes the last stage, the warning will display, and the Skip When rule will not be visible. If another stage is then added after that, the Skip When rule becomes visible again.
• When one or more locked work objects are processed using the Process Selected Items button, the action will be performed on the selected work objects. If the action is successful, a green tick appears on the work object. If it is not successful, a red cross will appear.
• When the topmost RuleSet in the RuleSet Stack is locked, customers may now open up Outline View by clicking "Configure Process Details" and make exploratory changes to experiment. Because the RuleSet is locked, these changes may not be saved, but the experiment can be tried.

Quickly create ad-hoc cases

The My Cases work area on the Case Manager portal introduces a Quick Create feature that lets users create cases and assign tasks that are not included in the processing of business cases (instances of case types defined in the Cases Explorer).  For example, a manager can create a case and a task to set up a phone conference with her staff, or a reminder to enroll in an online seminar. Users can also set up a series of tasks to represent all they work they need to do to accomplish a specific goal.

Business logic-based routing to process cases more efficiently

Process cases more efficiently by defining business logic-based routing options to route tasks to customer service representatives (CSRs) who have a specified availability or skillset. For example, you can ensure that a task is routed to a CSR with a high level of a German language if it is your business need. You can also create custom lists of operators and work queues to filter CSRs who can receive an assignment.

For more information, see Choosing an assignee at run time in Dev Studio, Choosing an assignee at run time in App Studio, Configuring business logic-based routing APIs.

Task board enhancements for improved tracking of tasks

App Studio and end-user portals, such as Case Manager, now provide an enhanced task board which helps you improve collaboration on task resolution. For example, you can create a checklist within a task, and then update the checklist to inform other users about the progress of the task. Attach content to a task to ensure that all users have the information that they need, and to make tasks more meaningful. Now you can also categorize tasks, and then filter them by category, to quickly access relevant information.

For more information, see Monitoring and tracking tasks in Dev Studio, Monitoring and tracking tasks in App Studio.

Set the status of a case on stage entry

You can now set the status of a case when it enters a stage. By setting the status of a case on stage entry, you can communicate to stakeholders how close a stage is to resolution. For example, if a case is in the approval stage, you can set the status of the case to "Under review" when the case enters the stage.

For more information, see:

• App Studio – Changing the status of a case
• Dev Studio – Changing the status of a case

Resolve child cases with the parent case

You can now configure a stage to resolve open child cases when the parent case is resolved. Resolving child cases on the resolution of the parent case ensures that no child cases are left open when the parent case reaches the end of its life cycle.

For more information, see:

• App Studio – Configuring case resolution
• Dev Studio – Configuring case resolution

Conditionally skip a stage

You can now define a condition in App Studio and build an expression in Dev Studio that causes a case to skip a stage. The system evaluates the condition or expression at run time and skips the stage if a true value is returned. By skipping the current stage when it is not relevant, you can resolve a case more quickly by moving the case to the next stage in the sequence.

For more information, see:

• App Studio – Requiring conditions for stage entry
• Dev Studio – Requiring conditions for stage entry

Conditionally start a process

You can now define a condition that causes a case to start a process in a stage. When the condition evaluates to false, the case skips the process. You can resolve cases more quickly by moving a case to the next process in the sequence when the current process is not relevant.

For more information, see:

• App Studio – Conditionally starting a process by using a condition
• Dev Studio – Conditionally starting a process by using a when condition

Conditionally display an optional task

You can now define a condition that decides whether an optional task for a case type or a stage is displayed at run time. Optional tasks require additional processing, and by excluding the tasks that are not relevant, you can resolve cases more quickly.

For more information, see:

• App Studio – Conditionally displaying an optional task
• Dev Studio – Conditionally displaying an optional task