Best Practice for Long‑Running Mortgage Cases in Pega 24.2?

User Experience
1

Hi everyone,

I’m looking for guidance on handling long‑running mortgage origination cases in Pega 24.2, specifically for off‑plan (future) property sales.

In our scenario, 70–80% of mortgages are for properties still under construction. Once the case reaches the Construction stage, there may be several months of inactivity. During this time, the case should remain dormant, require no user monitoring, and avoid impacting KPIs (TTY/TTC). About three months before delivery, the process must automatically resume to continue with Formalization and Disbursement.

The simplest approach—keeping a single case open for months—doesn’t seem aligned with best practices. An alternative we’re considering is:

  • Closing the case at the Construction stage

  • Later creating a new case starting at Formalization, copying or referencing data from the original case

My questions:

  • What is the recommended Pega best‑practice pattern for this type of long dormant process?

  • Is it better to keep one long‑lived case (wait shapes, paused stages, automation), or split into related cases?

  • Are there recognized Pega patterns for long waits without KPI impact?

Thanks in advance for your insights.

2

My 2 cents…

I’ll consider the following items before making the choice 1 vs 2 cases.

  1. Dependency between the cases or it can be isolated once we propagate the data.
  2. Purge and Archive needs to be implemented based on the later case resolution (I believe we can’t purge the first case until the later case is resolved)
  3. Attachment migration - now duplication of attachments
  4. Reopen requirements.
  5. Reporting Requirements
  6. Scalable for future requirements (Adding a new child case if required or extending the case workflow to support future requirements)
3

I’d be leaning towards multiple cases for a few reasons:

  1. Case is dormant: you don’t need a case to do anything
  2. No user monitoring: separate cases make it easier to separate out reporting.
  3. KPI’s and Monitoring also suggest SLAs, which also suggest difference cases to monitor different aspects.
  4. Lifecycle changes: The long running cases, could run into operational changes to process. If you create the case early you run the risk of starting a process that would never finish in its current form. This can be addressed in production but it is added complexity.

One case, argument:

  1. Easier control of the Formalization start (standard wait shape). Although some sort of agent running to monitor and create the new cases on the appropriate date would be more complex but probably preferred here.
  2. Easier end-to-end overview of the full lifecycle (and tracking)

I’d almost be tempted to have the mortgage as data, with the different elements of managing that data’s processes as cases. Something similar to you see for Pega Customer Service (Customer + Service Cases) or Pega Government Platform (Entity + Investigations).

There is no one size fits all here, and either option will be workable. At the end of the day it will be down to the different requirements you have to see which option fits best there.