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Adding workflow processes to interaction task categories

You can create and add a new intent task (service request) to an Interaction task category that displays in the Interaction Driver to launch a service request.

To add workflow process

  1. Go to the Records explorer and click Process > Intent Task to display a list of instances.
  2. Click an instance similar to the one that you want to add.
  3. Click Save As.
  4. Complete the form with the following information and click Create and Open:
    • Label – The Intent task name and description.
    • Apply to – The category list in which the task displays. For example, if you enter PegaCA-Interface-Account, the task displays in the Account list.
  5. Enter a task name and save it to your ruleset.
  6. Click the Task tab and complete the form with the following information:
    • Click the drop-down arrow and select Standard.
    • Associated Class – Select the PegaCA-Work-Interaction class to which the task applies from the following list:
      • PegaCA-Work-Interaction
      • PegaCA-Work-Interaction-Call
      • PegaCA-Work-Interaction-Chat
      • PegaCA-Work-Interaction-InCorr​
      • PegaCA-Work-Interaction-Outbound
      • PegaCA-Work-Interaction-Research
      • PegaCA-Work-Interaction-Sub
      • Your site-specific interaction classes
        Selecting PegaCA-Work-Interaction makes the task visible to all interaction types.
    • Starting Activity – Enter an activity that is defined in the Interaction class to kick off the process.
      This feature is supported in legacy portals only.
    • Task Class – Enter the class name of a service process for the intent class.
    • Starting Flow – Enter the starting flow name from the task class associated with the intent task.
    • Task Display Order – Enter a priority value to determine the order in which you want to display the intent tasks within categories. Prioritize the list from lowest-to-highest with the lowest value at the top of the category list. The default display order value for an intent task is 999.
      This feature is supported in legacy portals only.
    • Show in List of Available tasks? – Select this check box to display the task in the list of tasks that are available in the Interaction driver.
    • Show in List of Available Mobile Tasks? – Select this check box to display the task in the list of tasks that are available in the Mobile driver.
      This feature is supported in legacy portals only.
    • Represents a Federated Case – Select this check box if the intent can instantiate a Federated case.
    • Tabbed Navigation Options (Supported in legacy portals only)
      • Runs on interaction – Select this check box if the task runs on the interaction object only, and does not create a separate work object.
      • Requires tab in focus – Reserved for future use.
  7. Click the Criteria tab and then enter the following data:
    • Intent Conditions – The Intent Conditions list displays Rule-PegaCA-Intent-When rules defined in the Interaction class. When an instance of the Intent-When class is specified, the IntentLed flag is set. The application scans all tasks with the IntentLed flag set and checks the Intent‑When to find any that evaluate to True. If any evaluate to True, the task either displays as a suggested process or automatically queues the task.
      • Action – Select the action of the intent task.
      • Suggest – Suggests the task to a CSR.
      • Queue – Automatically queue the task.
    • Auto Launch – Automatically launch the intent task that is based on the When condition.
    • Visual Cue – Click the Lookup icon and then select the visual cue that is associated with the task.
      This feature is supported in legacy portals only.
  8. Click the Security tab, and then enter the following data:
    • Privilege Class and Privilege Name – The privileges that are assigned to access roles can restrict intent tasks. To restrict visibility of the intent task, specify the desired privilege and the related class of the privilege. Only operators to whom the privilege is assigned have visibility to the intent task.
    • Display When – Click the drop-down arrow to select the appropriate When rule. (Optional) click the magnifying glass icon to create a new When rule.
  9. Click Save. The application adds the workflow processes to the interaction task categories.

Published February 11, 2016 — Updated February 25, 2016

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