Posted: 26 Dec 2018 11:22 EST Last activity: 3 Sep 2019 20:29 EDT
Creating Case Types
How do I create Case Types in Pega Knowledge 7.31? It seems relatively easy by selecting 'Add a case type' however, I continue getting errors due to rulesets where the ruleset drop down is but there aren't any options in the drop down. What am I needing to do to successfully create a Case Type?
***Edited by Moderator Marissa to update platform capability tags****
Hi Chelsea, can you tell us the use case you are trying to achieve ? The reason I ask is that the Knowledge application is not meant to include new Case Types. It's not a very specific application with all the required case types built in. Perhaps if we understand the business case you're trying to achieve, we can provide better guidance.
The reason you can't create a new case type here is that application is shipped as locked with all rulesets locked as well.
We want workflows/case types where we can assign to multiple stakeholders if/when necessary. We haven't been able to apply a case type to content yet which is also proving problematic. Once we can attach a case type to content then I can test the included case types. We just want to make sure we tweak the current case types or create new ones if needed.
Pega Knowledge already uses a case for articles. If you need to modify the approval flow, you can extend the OOTB flow rule and a new case type is not required (or recommended). You should review the OOTB flows in the PegaFW-KM-Work-Content class.
The Knowledge Content case type is in the PegaFW-KM-Work-Content class (pyDefault).