Posted: 23 Jan 2018 9:19 EST Last activity: 24 Jan 2018 3:34 EST
Web Service Interaction with CPM 7.12?
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?
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 ?
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>”.
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.