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Jose Navas (josenavas)
Hoverstate
Jose Navas
Hoverstate
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josenavas Member since 2013 41 posts
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Posted: October 19, 2020
Last activity: October 19, 2020
Posted: 19 Oct 2020 17:49 EDT
Last activity: 19 Oct 2020 17:59 EDT

Identify cases created by Channel

Hi,

I'm trying to create a report of cases created by channel: Chatbot, Email, Web (any portal), etc. I found a property CaseCreationChannel which can have a value of "MCP" if the case was created through Web Chatbot. However, I think this value of MCP is more general, and it also covers cases created thru other channels...

If I want to know or persist if the case was created through "WebChat" (or any other channel), do I need to initialize a custom property like pxActiveChannel? or it's the channel getting saved somewhere else.

Thanks for any thoughts on this,

-Jose

P.S. pxActiveChannel is only used at case creation, but once the case is resolved it's no longer there.

Pega Platform 8.4.2 Pega Customer Service 8.4 Reporting Conversational Channels Communications and Media