Question

34
Views
Rajasri Nadapana (RajasriN)
Infosys

Infosys
IN
RajasriN Member since 2014 16 posts
Infosys
Posted: May 19, 2021
Last activity: May 19, 2021
Posted: 19 May 2021 0:43 EDT
Last activity: 19 May 2021 0:53 EDT

CS Framework : Interaction Case Urgency to Service Case

Hello,

We have a requirement to set parent Service Case  initial urgency to the maximum of urgency of the interaction for which the service case is created and service case urgency.

Eg : If the Interaction case urgency is 20 and the Service Case initial urgency created from this interaction is 10 then Service Case urgency should be set to 20 instead of 10 since its interaction urgency is maximum of these urgency values.

I see there is an extension activity for CS framework - CPMNewDefaults, can it be used for the above?

Could you please provide inputs.

Thanks in advance.

-Rajasri

Pega Customer Service for Communications 8.5 Case Management Communications and Media Lead System Architect