Inconsistent behaviour when transitioning between case types

User Experience
1

We have a scenario where, based on certain conditions in Case Type A, we resolve Case A and start a new Case Type B, and vice versa (Case B resolves and starts Case A)

However, we’ve noticed an inconsistency in system behaviour:

When transitioning from Case A → Case B, the system automatically opens the first task of Case B for the user.

But when transitioning from Case B → Case A, the user only sees the confirm view of Case A instead of being taken to the first task.

What could cause this difference, and how can we make the transition consistent in both directions?

2

@LakshayD17563872 could you share some details about your configuration?

  • Is this Constellation? which version?
  • Are you using the create case shape? Are you creating a child or spinoff case?
  • OR are you using an activity to create the case?
  • Are the cases both using a Create Stage?
  • What is the back to back processing for your assignments?
  • What is the case type settings for both cases, do they have the “show confirm screen” configured?

The number of questions might give you a hint, this can be quite complex AND has been an area of evolution in Constellation. I would recommend raising a support ticket on My Pega Support as there will likely need to be a deep dive on your configuration.

However, if you share what you’ve done might be able to pick out any missed configurations that can help.

3

@MarcCheong Below are the configuration details:

  • Version - V24.2.2, using constellation design system
  • Using create case shape to spin off new case.
  • ‘Look for an assignment to perform’ is checked for both the tasks.
  • Confirmation view is enabled for both.
4

@LakshayD17563872please raise a ticket (which might be converted to feedback). I am seeing the same ask from multiple clients. Would be great to have it working the same way everywhere. The best option would be to have it configurable.