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Challenge

Routing work to users

Scenario

Specific members of the city government perform assignments on service request cases. The services coordinator identifies three assignments that must be routed during case processing: Schedule repair, Review repair, and Perform repair. The Schedule repair and Review repair assignments are routed to the municipal services coordinator. The Perform repair assignment is routed to the appropriate operator based on the department responsible for the reported issue.

The services coordinator provides the following table listing the conditions that determine how to route the Perform repair assignment.

Route to Value Field Comparator Value
Operator parksmgr@mytown Department is equal to "Parks and Recreation"
Operator dpwmgr@mytown Department is equal to "Public Works"
Operator trafficmgr@mytown Department is equal to "Traffic Management"

The following table provides the credentials you need to complete the challenge.

Role User name Password
Application Developer author@mytown pega123!

Challenge Walkthrough

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Detailed Tasks

1 Route the Schedule repair and Review repair steps to a specified user

  1. In the navigation pane of App Studio, click Case types > Service Request to display the case life cycle. 
  2. In the Service Request case life cycle, click the Schedule repair step to display the configuration pane on the right.
  3. On the General tab of the configuration pane, in the Route to drop-down, select Specific user.
  4. In the drop-down under Specific user, verify that the value defaults to User name.
  5. In the field under User name, enter or select servicecoordinator@mytown to route the Schedule repair task to the specific user.
    Note: Pressing the Down arrow in this field reveals the list of users available to work in the application.
    Routing configuration for the Schedule repair step.
     
  6. Click the Review repair step to display the configuration pane on the right.
  7. On the General tab, verify that the Route to drop-down defaults to Specific user
  8. In the drop-down under Specific user, verify that the value defaults to User name.
  9. In the field under User name, enter or select servicecoordinator@mytown to route the Review repair task to the specific user.
    Routing the Repair approval step to a specific user.

2 Route the Perform repair step using business logic

  1. Click the Perform repair step to display the configuration pane on the right.
  2. On the General tab of the configuration pane, in the Route to drop-down, select Use business logic.
    Rouing the Perform repair step using business logic.
  3. To the right of the Route to drop-down, click the Gear icon to display the Business logic window.
  4. In the Business logic window, to the right of the 1 label, verify that the Route to drop-down is set to Operator.
    The default state of the business logic configuration overlay for routing.
    Note: The Route to drop-down defaults to Operator. For this exercise, verify that the default persists for each condition.
  5. In the Value field, enter or select parksmgr@mytown as the operator.
  6. In the second row, in the Select drop-down, select Fields > Request type > Department.
  7. In the Comparator drop-down, verify that the value defaults to is equal to.
    Note: For this exercise, the business logic remains as the default is equal to condition.
  8. In the empty field to the right of the Comparator drop-down, enter Parks and Recreation to set the value to compare in the condition.
    The first condition is now set to route to parksmgr@mytown when the condition is true.
    Note: You can include quotation marks when you enter the condition value; otherwise, the system adds quotation marks automatically. For example, if you enter Parks and Recreation, the system adds the quotation marks, as shown in the following image.
    Routing logic for the Parks and Recreation department.
    Tip: You can also click the Gear icon to choose from a list of existing values for the Department field.
  9. Click Add Condition to set the conditions for the dpwmgr@mytown and trafficmgr@mytown operators.
  10. For each condition-operator pairing, repeat steps 4-8 to route the Perform repair assignment to the appropriate operator using business logic.
    Route to Value Field Comparator Value
    Operator dpwmgr@mytown Department is equal to "Public Works"
    Operator trafficmgr@mytown Department is equal to "Traffic Management"
  11. Under Add condition, to the right of otherwise, verify that the Route to drop-down is set to Operator.
  12. To the right of the Route to drop-down, in the Value field, enter or select servicecoordinator@mytown to set the operator for the otherwise condition.
    Completed business logic for the Perform repair step.
  13. In the lower right of the Business logic window, click Submit to route work for the Perform repair step based on these conditions.
  14. Click Save to complete configuration of routing for the case type.

3 Confirm your work (section not graded)

Note: Repeat the steps in this section for each type of request to verify that the Perform Repair assignment is routed according to the following table.
Request type Department Department manager Initials
Park maintenance Parks and Recreation parksmgr@mytown PM
Pothole Public Works dpwmgr@mytown DM
Road debris Public Works dpwmgr@mytown DM
Traffic signal Traffic Management trafficmgr@mytown TM
  1. In App Studio, in the Service Request case life cycle, click Save and run to run a new case.
  2. In the Report problem view, in the Request type section, in the Type drop-down, select Road debris.
  3. Click Continue to advance to the next step.
  4. In the Identify location view, in the Address field, enter the address of the issue location if one is not provided automatically.
  5. Click Continue to advance to the next step.
  6. In the Identify submitter view, click Continue to advance to the next step.
  7. In the Request updates view, click Create to advance to the next step.
  8. In the To do section, verify that the case has advanced to the Schedule repair step and is routed to the Municipal Services Coordinator, as indicated by the initials MC.
    Note: Pega Platform™ indicates the user to whom a task is routed by the use of an avatar. By default, the avatar for a user consists of the initials of that user.
    A service request case currently on the Schedule repair step, assigned to the Municipal Services Coordinator.
    Tip: Click the avatar to display information about the assigned user, including the name of the user.
  9. Click Go to open the Schedule repair view.
  10. In the Due date calendar control, enter tomorrow’s date, and then click Submit to advance to the next step.
  11. In the To do section, verify that the case has advanced to the Perform repair step and is routed to the DPW Manager, as indicated by the initials DM.
    A service request case currently on the Perform repair step, assigned to the Department of Public Works (DPW) Manager.
  12. Click Go to open the Perform repair view.
  13. Complete the required fields, and then click Submit to advance to the next step.
  14. In the To do section, verify that the case has advanced to the Approve repair step and is routed to the Municipal Services Coordinator, as indicated by the initials MC.
    A service request case currently on the Approve repair step, assigned to the Municipal Services Coordinator.
  15. Click Go to display the Approve repair view.
  16. Click Approve to resolve the Service Request case.


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