Introduction
Understanding the out-of-the-box case statuses in Pega is fundamental for developers and business analysts alike, as these statuses dictate the lifecycle of a case, influence reporting, and drive automated processes.
Out-of-the-Box Pega Case Statuses
Pega Platform provides a comprehensive set of out-of-the-box case statuses that categorize the state of a case throughout its lifecycle. These statuses are designed to offer clarity, facilitate reporting, and enable automated workflows. The following table outlines some of the most common statuses, their purpose, and typical usage scenarios:
| Field Value | Purpose | Usage |
|---|---|---|
| Completed | – | The case has reached its final stage and all tasks are done. |
| In Build | – | The case is in the development or build phase. |
| New | The case has not yet been started | The case is newly created and has not yet been processed. |
| Open | The case is currently active and being processed by users | The case is actively being worked on. |
| Pending | The case is awaiting an action or event | The case is waiting for further action or input. |
| Pending-Approval | The case is awaiting an action or event | The case requires approval from an authorized party. |
| Pending-External | The case is awaiting an action or event | The case is waiting for input or action from an external entity. |
| Pending-Fulfillment | The case is awaiting an action or event | The case is waiting for fulfillment of a request or requirement. |
| Pending-Investigation | The case is awaiting an action or event | The case is under investigation. |
| Pending-PolicyOverride | The case is awaiting an action or event | The case requires a policy override decision. |
| Pending-Qualification | The case is awaiting an action or event | The case is being evaluated for qualification. |
| Resolved-Cancelled | All processing of the case is complete with no open assignments | The case is cancelled before completion. |
| Resolved-Completed | All processing of the case is complete with no open assignments | The case is successfully completed. |
| Resolved-Duplicate | All processing of the case is complete with no open assignments | The case is identified as a duplicate and closed. |
| Resolved-Rejected | All processing of the case is complete with no open assignments | The case is rejected and will not proceed further. |
| Resolved-Revoked | All processing of the case is complete with no open assignments | The previously resolved case is revoked due to errors or changes. |
| Resolved-Unspecified | All processing of the case is complete with no open assignments | The case is resolved but the specific reason is not categorized. |
| Resolved-Withdrawn | All processing of the case is complete with no open assignments | The case is withdrawn by the user or system. |
| Sync-Failed | – | Used when synchronization with external systems fails. |
Implementation Considerations
Automatic Status Updates: Case statuses can be configured to update automatically when a case reaches specific stages or steps in the case lifecycle. This automation ensures stakeholders stay informed about case progress and maintains consistent communication throughout the process.
Filtering and Reporting: Several Pega Platform features rely on case status prefixes for filtering and reporting capabilities. You can create reports that include or exclude cases based on their status prefix, enabling targeted analysis and management oversight.
Best Practices for Extensions: When creating custom statuses, it’s recommended to extend existing prefixes with meaningful suffixes rather than creating entirely new prefixes. This approach maintains consistency with platform conventions and avoids potential refactoring issues.
SLA and Assignment Integration: Case statuses work closely with assignment management and SLA tracking, providing visibility into current case states and helping teams make informed decisions about resource allocation and priority management.
Technical Implementation Notes
When defining custom suffixes, consider using meaningful descriptors that clearly communicate the specific state or outcome, such as the examples provided above. This clarity enhances user understanding and supports effective case management practices.
Conclusion
Out-of-the-box Pega case statuses form the backbone of efficient case management within the Pega Platform. By understanding and effectively utilizing these statuses, organizations can streamline their workflows, enhance reporting capabilities, and ensure consistent communication throughout the case lifecycle.
Documentation References
For additional information, please refer to: