Ticketing

Question 1

What is a ticket for?

Answer 1

We raise the ticket when the business exception happens, and we reference the ticket at a point where we want the flow of the case to resume again.

Tickets are part of the Process category and are instances of the “Rule-Obj-Ticket” rule type.

A ticket rule only defines a name and description and not the processing to occur in the case of an exception.

Question 2

Best pratices when use/not use

Answer 2

Not use:

• rejection (alternate stage)
• wait (wait rule)

Use:
when a purchased item is delivered to the requestor, they can confirm delivery or they can return the purchase if the item is defective or did not meet their expectations. So, in the purchase order sub case, a ticket is raised whenever the purchased item is returned. It is referenced in the purchase request parent case to restart the purchase request process.

Question 3

2 ways of raising a ticket?

Answer 3

1.
Use standard flow action (Work-.SetTicket or @baseclass.SetTicket) when processing an assignment. If an assignment is presenting a case instance with a condition that meets the business exception criteria, users can select this flow action to trigger the exception processing. Available tickets are listed in a dropdown ( ActionSetTicket HTML rule) These standard flow actions require users to have the “ActionSetTicket” privilege.

2. Call standard activity (@baseclass.SetTicket) This activity takes the ticket name as a parameter and turns it on or off.

Question 4

On which shapes you can refer tickets?

Answer 4

The following shapes provide a “Tickets” tab in their properties panel:
• Assignment
• Decision
• Subprocess
• Utility
• End
• Split For Each
• Split Join
• Integrator
• Assignment Service
• Most of the smart shapes

Question 5

What is ticket landing page?

Answer 5

We can use the Ticket landing page available by selecting the Pega button >Process and Rules > Work Management >, Tickets in our current application to verify which ticket rules are in active use, and by which flows or activities.

Question 6

What are the standard tickets?

Answer 6

• “Work-.StatusResolved” is automatically raised by the system when a work item is resolved. We can then reference it in our flows to indicate the starting point of the processing we would like to occur when our work item is resolved.
• “Work-.Withdraw” is similar but is raised when the work item is withdrawn. If this needs to be handled in a special way in our flow, we can reference it to indicate the starting point of the special processing.
• The “Work-Cover-.AllCoveredResolved” ticket is raised by PRPC when all covered work items are resolved. The ticket alerts the covered work item and any needed special processing referenced by this ticket is triggered. The parent Purchase Request case is waiting in a workbasket and when all the subcases are resolved, the ticket is raised. It is referenced here in the Update Status utility shape to resolve the status of the parent case automatically.
• The “Data-Party.ApprovalDecisionMade” ticket is quite common to use when processing needs to occur as soon as enough parties have reached a decision either approved or rejected.