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Resolving case status conflicts in offline mode

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Analyze case details to ensure that no data is lost when a case status conflict occurs. Case status conflicts occur after an offline-enabled mobile app synchronizes with the server and the case status on the server progresses in respect to the case status on the client.

When a case status conflict occurs, Pega Platform creates a status conflict case (named Sync Error Case) that contains data from the case on the client. Pega Platform then routes the case to the work queue that you defined for case status conflicts so that a designated person (for example, a system administrator) can address the conflict. For more information, see Routing case status conflicts in offline mode.

Address the conflict by analyzing the case data from the client and by deciding how to proceed with the corresponding case on the server. Pega Platform stores the case data from the client on the pySyncErrorCase clipboard page.

  1. In the footer of Dev Studio, click the Clipboard icon.

  2. In the Clipboard tool, in the Thread list, select the status conflict case that you want to investigate.

  3. In the clipboard navigation pane, expand the User Pages section, and then expand the pyWorkPage (Pega-Work-OfflineSync) subsection.

  4. In the pyWorkPage (Pega-Work-OfflineSync) subsection, click pySyncErrorCase.

  5. On the pySyncErrorCase clipboard page, compare the field values with the field values of the corresponding case on the server and decide how to proceed.

  6. Optional:

    To gain more insight about the corresponding case status conflict, in the clipboard navigation pane, click pyWorkPage (Pega-Work-OfflineSync), and then analyze the value of the pySyncErrorMessages field.

For example, a uPlus employee submits an expense report through the designated company app, and then switches the mobile device to airplane mode because of a business flight. During the flight, the employee, whose app is now in offline mode, decides to make changes to the expense details and resubmit the case. The changes are queued for synchronization after regaining connectivity. However, at the same time, the employee's manager approves the expense report in the web application. After the employee gets off the plane and goes online, the app synchronizes with the server and a case status conflict arises because the case has a Resolved status on the server and a Pending approval status on the client. Pega Platform creates a status conflict case that contains the data that the employee updated during the flight, and then routes the status conflict case to the system administrator. The system administrator analyzes both the original case on the server and the status conflict case, and then decides to reopen the original case, add the changes made by the employee, and then route the updated case to the manager for approval.
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