Table of Contents

Creating remote case types

Provide tools for fast and seamless work processing for organizations that use multiple applications by creating remote case types. With remote case types, users can process work from one application within another application, without changing the context and logging in to many different products.

For example, a customer service representative (CSR) who processes loan requests and mortgage requests can process work by using only one application, even if mortgage and loan requests come from two different applications. To provide this option for a CSR, in a Loan operations application, you create a Loan request case type, and then associate the case type with the Mortgage operations remote application. As a result, the CSR can create and process loan request cases from the Mortgage operations application.

When you create a remote case type, the system creates a data page that fetches a list of cases of this case type. The data page name includes the appendix List. For example, if you create a Review loan request case type, the system creates the D_ReviewLoanRequestList data page. Do not delete this data page in the producer system.
  1. In the navigation pane of App Studio, click Case types.

  2. In the Case types header, click New.

  3. In the Create case type dialog box, enter the case type details:

    1. In the Case type name field, enter a label for your case type, for example, Loan requests.

    2. Expand the Advanced section, and then, in the Type list, select Remote.

    3. Click Next.

  4. Connect the case type to a remote application:

    Choices Actions
    Use an existing connection In the Connect to remote application dialog box, in the Remote application list, select the application that you want to connect to the case type, and then click Connect.
    Create a new connection with a remote application
    1. In the Connect to remote application dialog box, in the Remote application list, select Create new remote application.

    2. In the Name field, enter the name of your remote application, for example, Mortgage operations.

      This application already exists in your producer system. You create a connection between your current application and the producer application.
    3. In the System URL field, enter the URL of the producer system.

      For multitenant systems, ensure that you include the tenant hash in the URL. For other systems, ensure that you include the context root in the URL.
      For multi-tenant system, a sample URL is https://DNS/prweb/app/{app alias}/tenantHash/!STANDARD. For other systems, a sample URL is https://domain/context-root/auth-servlet-path.
    4. In the Client ID and Client secret fields, enter the credentials for connecting the case type to the application.

      You generate the credentials when you configure the producer system.
      The following figure shows a sample configuration for creating a connection with a remote Mortgage operations application:
      Connecting to a remote application
      An image that shows  parameters that are
                                                  required to connect with a remote
    5. Click Connect.

  5. In the Select case type dialog box, select a case type to source from the producer system:

    1. In the Application list, select the application that stores the case type.

      If your producer system has only one application that is configured to support remote case types, the system autopopulates the Application field. The list displays only those applications that you can access in the producer system.
    2. In the Case type list, select the case type that you want to source from the producer application.

    3. Click Next.

  6. Optional:

    If you create a new connection with a remote application, to override default configuration for your application in other environments, such as staging production, provide new connection details:

    1. In the Environment configuration dialog box, select the Edit connection details in other environments check box.

    2. Provide connection details as necessary.

    3. Click Next.

  7. Import the data model from the producer system:

    1. On the Data model tab of the case type from the producer system, click Add fields.

    2. In the Add fields dialog box, select the fields from the case type data model that you want to import to process in the consumer system.

    3. Click Submit.

  8. Click Save.

At run time, your consumer application can process cases of the selected case type from the producer application.

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