Launch one service case from another - Pega CS constellation

User Experience
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1

I have a requirement to launch one service case from another while in an interaction context, and outside of an interaction context.

I’ve configured an optional process with create case smart shape, and data propagation, and the case launches. No issues when this is done outside of an interaction, the new case opens in new vertical tab, user can fill in the details and all good.

While in the interaction context, the new service case is opening in a separate vertical tab, and also as a horizontal tab within the interaction. Ideally if it can launch with in the interaction, and not as a vertical tab, it’s good.

However, I read multiple articles where it was mentioned the create case automation shpae automatically opens a new thread and there is no way to control it in constellation. - Is this true? and even if it’s true, isn’t the horizontal tab already a new thread? why another vertical tab is opened up?

To launch the second service case in the interaction context, I have set the InitialInteractionKey,InitialInteractionID, CurrentInteractionKey and CurrentInteractionID properties. Is there anything else necessary?

I realize there are JS based solutions in Traditional UI. Please note, this is Pega Customer service Constellation implementation.

Pega version 24.2.

2

What template was used for the case type that is started from the other service case?

3

Hi Ravi:

This video describes how you can achieve launching a service case from within a case. Similar to your details, there are a couple of approaches where one launches the case as a separate tab in the navigation panel and the second launches the case in the Customer Service task manager. However, there is a known behavior in the second approach in that the new/launched case overwrites the existing case in the Task manager. We’re discussing how this could be resolved in a later release, but currently there is no resolution for that behavior.

Hope this helps!

4

This is fantastic @ScottKennedy! I have turned it into a Constellation 101 so others can find this in the future.

5

I have a requirement like this but i have to create multiple cases and open them in same interaction. I’m able to create multiple cases using post activity of local action but unable to open them in same interaction.

If anybody has solution, kindly share