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 Benjamin Harper (BenjaminH)
Labb Consulting
LSA
Labb Consulting
GB
BenjaminH Member since 2014 7 posts
Labb Consulting
Posted: January 23, 2018
Last activity: January 24, 2018
Posted: 23 Jan 2018 9:19 EST
Last activity: 24 Jan 2018 3:34 EST
Closed

Web Service Interaction with CPM 7.12?

Hi all,

We are looking to implement a web service to initiate an Interaction, using CPM 7.12.
A "-...Interaction-Web" interaction is referred to in CPM 7.13 but this is does not appear to be the case for CPM 7.12.

With that in mind, does anyone have any pointers for implementing this capability, adhering to the usual Interaction/Service Intent process?

Pega Customer Service
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Posted: 3 years ago
Posted: 23 Jan 2018 12:14 EST
Amit Patel (Amit_Patel)
PEGA
Director, Customer Service Engineering
Pegasystems Inc.
US

Hi Benjamin, I can interpret your question in one of two ways. Are you looking to start an interaction in the background using a web service ? Or are you looking to use a web service to start an interaction in the CSR's portal without having an incoming call or chat or some other trigger like that ? 


If the answer is former, then you can use a SnapStart method to create the interaction. The details of that implementation are below. If the answer is latter, then you will have to use a javascript API to inject this in. The ScreenPopInteractionStarter has code that does this. 


 


For SnapStart: 


Create an activity called SnapStart in whatever class you want (one that inherits from PegaCA-Work-Interaction)Then you would invoke this activity via URL <server>?pyActivity=PegaCA-Work-Interaction-<class>.SnapStart?<optional params>. You can include the authentication directly in the URL if you want, “UserIdentifier=<operator>&Password=<base64 encoded version of the password>”.  


 

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Hi Benjamin, I can interpret your question in one of two ways. Are you looking to start an interaction in the background using a web service ? Or are you looking to use a web service to start an interaction in the CSR's portal without having an incoming call or chat or some other trigger like that ? 


If the answer is former, then you can use a SnapStart method to create the interaction. The details of that implementation are below. If the answer is latter, then you will have to use a javascript API to inject this in. The ScreenPopInteractionStarter has code that does this. 


 


For SnapStart: 


Create an activity called SnapStart in whatever class you want (one that inherits from PegaCA-Work-Interaction)Then you would invoke this activity via URL <server>?pyActivity=PegaCA-Work-Interaction-<class>.SnapStart?<optional params>. You can include the authentication directly in the URL if you want, “UserIdentifier=<operator>&Password=<base64 encoded version of the password>”.  


 


hope this helps



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Posted: 3 years ago
Posted: 23 Jan 2018 12:33 EST
Benjamin Harper (BenjaminH)
Labb Consulting
LSA
Labb Consulting
GB

Hi Amit,


Thanks for your response, and for pointing out how ambiguous my explanation was (sorry about that!).

It's the former; I'm trying to start an interaction in the background, progress through a process and end the interaction.


Conceptually I guess what I'm trying to achieve here is get myself in a position where I can:


  • Perform a task (create a new customer and generate a number of subsidiary details for them) and take it to completion in the background

  • When entering the Customer 360 for a subsequent Interaction, it should show the details of the interaction and services intent performed just like any other Interaction

Would the activity you've shown me (SnapStart) facilitate the above? I assume I'd need other actions to create a Service Intent too, but I'm not really familiar with the process to do this.


Edit:


Crucially, we'll be taking a set of input information from a website via a SOAP call, and completing the entire process in one process before returning a success/error message synchronously.
Posted: 3 years ago
Posted: 23 Jan 2018 13:23 EST
Amit Patel (Amit_Patel)
PEGA
Director, Customer Service Engineering
Pegasystems Inc.
US

Hi, The SnapStart process will run whatever flow you specify. Given that, if you have a flow that does not have any assignments, it will run to completion. However, your flow would have to take care of all the status management and such, so that it wraps up clean. If you have any assignments, the flow will halt right there and wait for someone (or some SLA) to take it forward. If you can pass in enough parameters to the SnapStart activity, and are thorough in building out the flow, you can def do this. And as long as it's part of the PegaCA-Work-Interaction class hierachy, it will show up in the recent interactions in the 360. Once you have the class, you can choose to customize the Case details section in that class and show what you want. 


Edit: As I mentioned before, you can do whatever you want in the flow, including making SOAP calls. As long as the flow can run to completion without any assignments, the SnapStart method will work.