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Persisting temporary cases

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Reuse business processes by persisting temporary cases into permanent objects in your database. By using this action as a part of your duplicate tracking logic, you can save resources and ensure that your application creates only unique, relevant cases.

Create a temporary case. For more information, see Creating temporary cases.

You can create a temporary case to save your database resources when you are unsure whether the case is unique to your application or when a customer discards the case before completing it. After you confirm that the case is unique or decide to reuse the case in the future, you can persist a temporary case. You can also use temporary cases before the system evaluates whether the interaction with a customer requires creating a case. For example, in an airline reservation application, when a customer connects with the system, the application creates a temporary case. If the customer simply reviews their scheduled flights, the application closes the temporary case after the customer leaves the system. If the customer wants to edit their reservation, the application persists the case.

  1. Add the Persist Case shape to your case life cycle:

    1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

    2. In a process in which you want to add the shape, click Step More Automations Persist case .

    3. Click Select.

  2. In the Persist case field, enter a name for the step.

  3. Optional:

    to provide more auditing information, in the Step properties panel, enter an audit note.

  4. Click Save.

  • Adding a preconfigured step to a process

    You can add a step to a process that is preconfigured with functionality, such as sending an email or creating a case. By using preconfigured steps, you can design case types more efficiently.


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