Skip to main content
LinkedIn
Copied!

Table of Contents

Routing case status conflicts in offline mode

Version:

Only available versions of this content are shown in the dropdown

Provide an uninterrupted experience for the users of your offline-enabled mobile app by routing possible case status conflicts to designated work queues. By adopting this functionality, users continue to use the app while a designated person (for example, a system administrator) can address the conflicts to ensure that no data is lost.

After an offline-enabled app synchronizes with the server and the case status on the server progresses in respect to the case status on the client, Pega Platform creates a status conflict case (named Sync Error Case) in the Pega-Work-OfflineSync class that contains data from the case on the client. Pega Platform then routes the status conflict case to the work queue that you define, so that a designated person can address the conflict. Pega Platform stores the case data from the client on the corresponding pySyncErrorCase clipboard page.

By default, Pega Platform routes the status conflict case to the user that submitted the original case. To ensure a smooth user experience, always route the status conflict cases to designated work queues, so that users can continue to use the app without focusing on case status conflicts. Meanwhile, a designated person, such as a system administrator, can analyze and address the conflicts.

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 the Resolved status on the server and the 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 that analyzes and addresses the issue.

Add a case type to your offline-enabled app. For more information, see Enabling case processing in offline-enabled mobile apps.
  1. Open your mobile channel:

    1. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.

    2. In the Current channel interfaces section, click the tile that represents a mobile channel for your app.

  2. On the mobile channel page, on the Configuration tab, click the Offline category.

  3. In the Case type section, next to the case type for which you want to configure routing of case status conflicts, click the Edit configuration icon.

  4. In the case type configuration dialog box, in the Select work queue for case status conflicts list, select the work queue to which you want to route status conflict cases, and then click OK.

  5. On the mobile channel rule form, click Save.

At run time, in the event of a case status conflict, Pega Platform creates a status conflict case that contains data from the case on the client, and assigns the case to the work queue that you selected. The app does not notify the user about the conflict.
A mobile app developer configures the uPlus offline-enabled app to route status conflict cases to the SysAdmins:CaseStatusConflicts work queue.
Selecting a work queue for cases that contain status conflict details
Dev Studio configuration of the work queue for case status conflicts. A
                        user selects the work queue from a drop-down list, specific to the
                        offline-enabled case type.
  • Enabling support for components in offline mode

    Make all elements of your offline-enabled mobile app work as designed, by populating the list of offline-supported components.

  • Excluding data pages from packaging in offline-enabled mobile apps

    Improve the performance of your offline-enabled mobile app by excluding data pages from the app installation package. For example, exclude a resource-heavy data page from packaging when you plan to replace the data page with a large data page that is optimized for offline mode.

  • Excluding data pages from delta synchronization in offline-enabled mobile apps

    Optimize data exchange and save time when your offline-enabled mobile app synchronizes with the server, by excluding data pages from the delta synchronization process. For example, you can exclude a large data page with a list of countries that does not change often and therefore does not have to be packaged during delta synchronization.

  • Making custom resources available in offline mode

    Ensure that your mobile app displays custom resources and continues the process flow in offline mode by including the resources in the app installation package. For example, you can add offline support for a custom font that matches your company's branding guidelines.

Suggest Edit
Did you find this content helpful?

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Ready to crush complexity?

Experience the benefits of Pega Community when you log in.

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us