Article

Managing cases in Pega Predictive Diagnostic Cloud

Standard Analysis and Exception Analysis agents read recent alerts and exceptions that are in your application. Pega Predictive Diagnostic Cloud™ (PDC) correlates the events and creates a case, unless a case with the same correlation problem already exists. If it does exist, then the event is assigned to the existing case. The case collects basic data and assigns an assignment to a default work queue. PDC periodically updates the case with the following information:

  • First event
  • Last event
  • Alert origins
  • Current and previous week statistics
  • Advice
  • Urgency

To fix problems in your application system, look at the top cases in your Improvement Plan. Open each case and decide to whom it can be assigned, whether to provide additional information, or whether to evaluate the key performance indicator (KPI).

When you open a case, you can do the following actions:

  • Refresh – Multiple users can manage the same case simultaneously. Use the refresh function to see the current status of a case, for example, to whom it is assigned, the KPI value, and the case status.
  • Assign to self – If you know that you can fix the problem that is described in the case, you can assign the case to yourself.
  • Resolve this work – If the problem has been fixed and you do not want to see the case in your Improvement Plan, you can resolve the case. However, if you resolve the case and the problem reoccurs, the case reopens automatically.
  • Ignore this case in the future – If the problem is insignificant and the information about it should not be processed by PDC, you can configure PDC to ignore the case. However, it is not a good practice to ignore any cases.
  • Resolve as duplicate – If a case was not correctly correlated by PDC and you know that another case describes the same problem, you can resolve the case and mark it as a duplicate.
  • Reassign – If you know the right person or group of people that should be working on fixing the problem, you can reassign the case.
  • Attach a file – You can attach a file to a case to provide more information about the problem, for example, a code sample or a screen capture.
  • Attach a note – You can attach a note to a case to provide more information about a problem, for example, whom to contact for more information.
  • Regenerate advice – The information on the Advice tab and Overview tab in the case is periodically updated. To see the newest data in these tabs, refresh the case information.
  • Elevate KPI – Elevate the key performance indicator on a case to ignore all the alerts that have a lower KPI configured in Pega Platform™. For more information, see Configuring the key performance indicator.

Published March 28, 2018 — Updated February 4, 2019

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