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Implementing case types and attributes

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Updated on April 26, 2021

Your application includes a set of predefined case types. A case is defined as a service case or a service request, which is a process that your staff performs to service your customers. Each case type contains one or more processes that you can extend to meet your business requirements. If you do not see an existing case type, you can create one during your planning process.

For a list of the case types, see the Product Overview on the Pega Care Management product page.

Updating existing case types

If an existing case type is close to meeting your business requirements, you can modify it and use it.

  1. In the navigation pane of Dev Studio, click Case types.
  2. Click the case type that you want to modify.
  3. Update the settings for the case type.
  4. Update the processes that are associated with the case type.
  5. Optional: Add processes to the case type.
  6. Repeat these steps for any other case types, as necessary.
Result: For more information, see Designing a case.

Adding a new case type

If you require a case type that is not similar to an existing case type, create a new one that meets your business requirements.

For a list of the case types, see the Product Overview Guide on the Pega Care Management product page.

  1. In the navigation pane of Dev Studio, click Case types.
  2. Click Add a case type.
  3. Enter the Name for the new case type.
  4. Click Advanced Settings.
  5. Select the PegaComm-FW-PCFW-Work class as the Derives from (Directed) class.
  6. Select the Derives from (Pattern) class.
  7. Select the appropriate Ruleset and Ruleset version.
  8. Click Submit.
  9. Define the case life cycle.
    For more information, see Define the case life cycle.
  10. Click Finish.
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