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Last activity: 14 Aug 2025 7:56 EDT
Autoclose a case on click of a link in constellation v24.1.3
Hello,
We have request where client is expecting auto closure of a case when a link is clicked, the link is showcased in the view of our case.
We need to know if this is achievable in constellation and if so, how to implement it. (Attached screenshot for the same)
Or is there any other way to handle this kind of request in constellation UI.
We are in version 24.1.3.
Pegasystems Inc.
PL
@RevanthV17520660hi,could you please explain a little bit more about the requirement?
What it means to autoclose a case? The link is point to external website?
IN
Our requirement:
We have a case where we provide a recommendation output to the user, one of the recommendation will be showing external link to user, so once user clicks on the link and navigates to the external website, there is no need for the user to return to the case and submit the flow action.
So our client has asked us to resolve the case once user clicks on the link present in the case.
Answer to your questions are: We have to resolve (Resolve-Completed) the case on click of the link,
Yes, The link points to a non-pega website (external website) which is used inside our organization.
Thanks,
Revanth
Enter your organization name
US
Seems like a good use case for the Confirmation view which is designed to present a confirmation of completion when no further assignments needs to be performed by user. You can mark the case closed and provide a user-friendly message and your link to the external site. (On the case type's Settings tab, enable "Display custom view when no more assignments are available for the user".)
Pegasystems Inc.
PL
@A2178interesting. Another idea would be to allow navigating users to external site leaving case in current status and then have a periodic job to clean it up.
IN
Yes, thanks for the reply!
We can implement a backend process to handle the cleanup, but we're currently exploring whether any improvements can be made on the UI side to address this concern.
IN
Hi, thanks for the reply!
In our flow action, we’ve implemented a dropdown menu that dynamically displays different URLs based on the selected option. If a URL is shown, the user can click on it to navigate to an external website. However, once they leave Pega, they typically do not return to submit the case.
Since the dropdown is part of a form view, users can freely explore different options and view the corresponding recommended outputs. Introducing a confirmation screen in this scenario would limit the interaction to a single outcome, thereby defeating the purpose of having a dynamic dropdown. The flexibility to explore multiple options would be lost, making the dropdown redundant.
Enter your organization name
US
This is more of a workflow design question. Seems like you want to guide the user to success: Gather inputs, present a list of links based on those inputs, let them explore them explore the links, and either 1) let them go back and refine the inputs, b/c none of the links was adequate, or 2) confirm that one of the links was right, and thrn close the case.
I noticed you're relying a lot on banner text that the user has to read. For example, "If description is not matching your requirements, you can click on "Previous" button below and try a more descriptive prompt." That might be a bit tedious for the user. The dropdown menu might also be a bit tedious. In the spirit of guided workflow, maybe consider something like this:
This is more of a workflow design question. Seems like you want to guide the user to success: Gather inputs, present a list of links based on those inputs, let them explore them explore the links, and either 1) let them go back and refine the inputs, b/c none of the links was adequate, or 2) confirm that one of the links was right, and thrn close the case.
I noticed you're relying a lot on banner text that the user has to read. For example, "If description is not matching your requirements, you can click on "Previous" button below and try a more descriptive prompt." That might be a bit tedious for the user. The dropdown menu might also be a bit tedious. In the spirit of guided workflow, maybe consider something like this:
- Gather your inputs. It appears you're using multi-step form (screenflow), and I assume that before they get to the links, you're collecting information. Good so far...
- When they get to the "Purchasing Information" screen:
- Instead of a dropdown that requires many clicks, perhaps use Data Reference field to render a table of all the choices with category code, category description, and the URL. Data Reference rendered as a table will automatically put a radio button for first column of each row. User can click the link to explore each option if they want. Back in Pega, user select the radio button of the row (relevant option) that worked for them, and clicks Submit. Case is now closed.
- Supposing that none of the choices in the table worked for them, offer an input (Or row in your table) that says "None of these choices were appropriate". When user clicks submit, use business logic to take them back to collecting information where they can provide a more descriptive prompt.
- Instead of your grey informational banner (which I assume you built with a DX Component) with "Here are the options we have found for you to purchase..." , leverage Form-level "Instruction text" you can configure in App Studio. Pega built that feature for this use case. It's in the model, which means you don't need to extend with DX Component and maintain code; it's consistent; and has built-in Accessibility and Front-end best practices built-in. Your instruction text might be something like "Here are some options for purchase. Explore the links and choose an option".
The advantage is that it's more guided and less tedious to the user, walking them through the workflow based on their inputs. Also, because they select the choice that worked for them, you can automatically close the case. You'll also have traceability with field level history.
Just a thought.
Pegasystems Inc.
IN
Link is used to navigate to a different page, combining this with taking an action to resolve case is not a recommended experience for user.
as @SamA17521857 mentioned provide user an experience to browse through available options through a dropdown (which you explained), submit the form which resolves the case (so he is aware that it is resolved) and in confirmation view guide the user to navigate to the dynamic external link based on his dropdown selection in previous screen.
Pegasystems Inc.
GB
@RevanthV17520660 I agree with @SamA17521857 on the confirmation view as the most OOTB way to achieve this business outcome.
I don't think assuming a user won't come back and close the case is great UX (what if they come back), typically Pega's design patterns are "Input information, submit, get response". However, if you wanted you could explore other options for this business outcome
- I would have looked at an assignment that has an SLA of say 5 - 10 minutes. Present your information to the user and then proceed the case forward, and use case design to resolve it?
- You could combine this with the drop down field, using Form Refresh Settings, to dynamically set what you need to decide if a user has actually found a link they need.
- Resolve the case, put this information in the Case Tabs, make that information be the primary tab so it presents straight away. Basically the confirmation view in reverse, with a little more control over the View rendered.