Posted: 12 Jun 2019 8:52 EDT Last activity: 12 Jun 2019 10:05 EDT
Best Practices using built in Document Categories and Validation rules
Later versions of Pega introduced the concept of using a Stage Entry Validation specific to document categories. A case designer can specify what document categories must be attached to the case before the case can progress into that stage. If a user attempts to progress the case into that stage, he/she is given an message indicating what documents are missing.
I wanted to query the community to see the different ways this has been used. And more specifically, how can this be used to AUTOMATICALLY determine what documents are missing at a point in the case, and automatically assign tasks to a customer's worklist to provide them.
Ideally, a case designer can call the built in function that is being used under the covers of the Stage Entry Validation (documents) at any point in the process. Having the ability to call it as part of a When would allow you to determine if the docs are present and send out the request automatically. This would provide more automation than a backoffice worker attempting to approve to the next stage, seeing the error message from stage validation, then manually assigning the task to get the missing documents.
I realize you can use decision tables and when rules on the pyattachments.category, but was looking to make better use of the out of the box validations.
You can use attachment fields and make them required on forms as part of the process as opposed to allowing ad-hoc attachments with disconnected validation.
There are some use cases where the more ad-hoc scenario is required but often, you know exactly when you need to collect the attachment as part of the process and can simply include the attachment field right there.
Stage entry validation also supports validating a specific attachment field is supplied.
Posted: 2 years ago
Posted: 12 Jun 2019 10:05 EDT
Brian Hamner (hamnb)
Senior Specialist Solutions Consultant - 1:1 Customer Engagement
That is true Dennis, and for UI-driven work I agree. I did not share enough about the case. Consider that the case was kicked off by an email requesting that the insurance company quote them for Travel insurance. In the email, the customer may or may not attach what is needed. Let us assume they did not attach a proof of ID. IVA detects the topic from the email and creates the case. However the case requires a proof of ID. The case needs to detect this, and create a reply asking for it. The email would have a link to the portal. Within the portal they would indeed see the attachment property and it would be required.
So looking for an out of the box way to detect what is needed and what is missing when using channels that can't make use of required properties.