Configuring case creation

You can control when cases are created by configuring one or more creation methods in a case type. By default, users can manually create top-level cases only.

Use the following techniques to configure the creation methods for each case type in your application:

• Enabling automatic creation for child cases

  Enable automatic creation for a child case type to create a child case each time that a parent case is created.

• Enabling conditional creation for child cases

  Enable conditional creation for a child case type to create a child case when a parent case is created and the case data meets the conditions that you define.

• Enabling creation by email for top-level cases

  Associate an email account with a top-level case type to provide a way for users to create cases remotely.

• Setting up an Email channel

  To create Pega Email Bot, to help users communicate more efficiently by using email to interact with a Pega Platform application, first set up an Email channel. With an email bot, users can, for example, create a case to inquire about a car price estimate or to book a flight.

• Limitations on email discussions