Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

This content has been archived and is no longer being updated.

Links may not function; however, this content may be relevant to outdated versions of the product.

Upgrading case match rules

Updated on September 25, 2019
This article applies to upgrading Customer Service from CPM versions 6.3 SP2 and prior.

Starting in the Pega 7 Platform, the Case Match rule form has been updated. To update existing case match rules in Pega Customer Service, upgrade existing case match rules in the implementation application.

Starting with Pega Customer Service 7.14, the configuration of multiple case match rules is supported. To configure Case Match rules, do the following steps:

  1. Identify the class group name for which you want to process case match evaluation.
  2. Copy the CAReviewServiceItems case match rule from PegaCA-Work to an implementation layer class group.
  3. Configure the CPMLoadServiceCaseGroups extension data transform to include your class group name for case match evaluation.
    For example: ServiceCaseClassGroups(<APPEND>).Name = "PegaCA-Work"
  4. Configure the conditions on the case match rule. For more information on completing the case match rule, see Case Match form - Completing the Evaluation tab.

Case Match rule form

Case Match rule form

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us