Standards

Standard Flow Actions:

1. 2. 3. 4. 5. 6. 7. 8. AddToCover( Local only ) Includes the work object as sub task of cover AddToFloder( Local only ) Adds the work object to the folder Assign ( Local/ Connector ) Assigns the work object to the cover AttachAFile ( Local only) - Attaches a file to the work object AttachANote ( Local Only ) Attaches a note to the work object AttachAURL ( Local Only) Attaches the URL to the work object CancelAssignment ( Connector only ) Cancel the current assignment ChangeAssignmentSLA ( Local only ) Update SLA and related( goal, deadline and urgency) fields for current assignment 9. ChangeWorkSLA ( Local only ) Update SLA and related( goal, deadline and urgency) fields for current assignment and also for work object 10. Finish ( Local / Connector ) Update the status with notes and then save and close the work object 11. Notify ( Local / Connector ) Generate correspondence (notifications ) from the list of templates 12. NotifyExternal ( Connector only) Generate correspondence ( Notifications ) to a party external to process commander 13. NotifyQuick ( Connector only ) Initiate correspondence ( Notifications) using quick template for rapid text entry 14. Reject (Connector only) Reject work object from further consideration, resolving it with Rejection status. 15. RemoveFromCover ( Local Only ) Remove work object from cover 16. RemoveFromFolder ( Local Only ) Removes work object from folder 17. Resolve ( Connector only ) Complete current assignment, resolving work object accordingly 18. Save ( Local Only ) Update the work object without resolving it , saving the changes to the field values Standard Services 1. 2. 3. 4. 5. 6. 7. Rule-Service-COM Rule-Service-CORBA Rule-Service- DOTNET Rule-Service-EJB Rule-Service-Email Rule-Service-JMS Rule-Service-JSR94 Rule-Service-MQ

Standard Connectors 1. Rule-connect-ejb 2. Rule-connect-dotnet 3. Rule-connect-SQL

4. Rule-Connect-Java 5. Rule-Connect-JMS 6. Rule-Connect-SOAP 7. Rule-Connet-MQ Standard Rulesets a. Pega-ProCom Supports business Process Management b. Pega-InvSvcs Supports integration services c. Pega-WB Supports portal infrastructure d. Pega-Rules Supports rules engine and rule resolution

Standard Work Parties Data-Party-Gov Data-Party-Operator Data-Party-Com Data-Party-Org Data-Party-Person

Standard Built in Flows 1. 2. 3. 4. 5. Work-Cover-.NewWork Work-. FlowProblems Work-Folder-. NewWork Work-. NewWork Work-.VerifySendCorr

Standard Activities Show all Assignment activities

These standard Work- activities have an Activity Type of Assign. They can be used in the Assignment task, represented by the Assignment shape ( ) in Visio.

Name
External

Purpose
Creates an external assignment, an instance of the Assign-External class (or a subclass of this class), part of the Directed Web Access facility.

WorkList WorkBasket

Creates a normal assignment (Assign-Worklist class) added to a user's worklist. Creates a normal assignment (Assign-Workbasket class) added to a workbasket. If the workbasket doesn't exist, the assignment can be routed to the current user.

Integrator activities
Integrator task activities have an Activity Type of Connect. They can be used in the Integrator task, represented by the Integrator shape ( ) in Visio.

Because these tasks involve external systems, no standard rules have this type. Consult Integrating with External

Systems for more information about connectors.

Notify activities
These standard Work- activities have an Activity Type of Notify. They can be used in the Notify task, represented by the Notify shape ( ).

Name
Notify NotifyAll NotifyAssignee

Purpose
Send an e-mail message as correspondence to a party identified through a parameter. Send a single e-mail message to each work party identified in the work object. Send an e-mail message to the Process Commander user who received the assignment. If the assignment is in a workbasket rather than a worklist, an e-mail message goes to the first operator listed in the Contacts array of the Workbasket tab.

NotifyAllAssignees

Send an e-mail message to the Process Commander user who received the assignment. If the assignment is in a workbasket rather than a worklist, an e-mail message is sent to each operator listed in the Contacts array.

NotifyParty

Send an e-mail message as correspondence to a party identified through a parameter, but only send when a threshold urgency level is reached or exceeded.

Router activities
These standard Work- activities have an Activity Type of Router. They can be used in the Router task, represented by the Router shape ( ). Each of these sets the value of the AssignTo parameter as its result. Each uses

information in the Operator ID data instance to send the assignment to a substitute operator if the assignment is to be completed during a period when the first operator is unavailable.

Name

Purpose
intelligent routing.

SampleToSkilledGroupList Demonstrates a simple use of the standard getAvailableSkilledOperatorsList() function See ToAgentWorkbasket ToAssignedOperator

Routes the assignment into a workbasket (that is accessed and processed by an agent). Routes the assignment to the worklist of the operator identified in the pyAssignedOperator property, after optionally checking that operator's availability.

ToCorrPartyRole

Route the assignment to a party referenced in correspondence, found on the pyCorrPage page.

ToCorrWorkGroupManager Routes the assignment to the worklist of the first operator found through a sequence of tests: 1. 2. 3. 4. 5. If a correspondence page named pyCorrPage is present on the clipboard, choose the operator who created the correspondence. If an assignment page named newAssignPage is present, choose the operator identified in the pyAssignedOperatorID property on that page. If the activity parameter identifies a workbasket, choose the manager of the work group to which that workbasket belongs. If there is a current operator (the work object is not being processed by an agent), choose the manager of the work group of that operator. In all cases, check operator availability and use the substitute if the selected operator is not available. ToCostCenterManager Routes the assignment to the worklist of the Cost Center manager (not the manager) of a user's organization unit. ToCreateOperator ToCurrentOperator Route the assignment to the user who entered the work object. Routes the assignment to the worklist of the user who is accessing the work object (property pxRequestor.pyUserIdentifier), or the substitute. ToCustomer Route to a work party who is identified as a customer (work party role equal to Customer). This routing can support Directed Web access. ToDecisionMap ToDecisionTree ToDeferredWorkbasket Route to the result of a map value rule. Route to the result of a decision tree rule. Uses a map value rule RoutingRoles to identify a workbasket for current operator's organization that serves to hold deferred work objects. Conventionally, that workbasket is named Deferred@org.com. ToDefaultWorkbasket Routes the assignment to the default workbasket of the work group that this user belongs to. This is not necessarily a workbasket with "default" as part of the workbasket name. ToLeveledGroup Supports load balancing within a work group. Finds operators in the work group who hold the required skills and are available. From those, chooses the operator who has the least urgent work. Routes to the manager of the work group if the first list is empty.
This skills-based routing rule examines the skills of each operator in a work group to find a match. To reduce processing demand, avoid this approach in situations where work groups may contain hundreds of operators.

ToNewWorkParty

Routes to a designated party already present in the work object, or to an operator identified in a parameter if the designated party is not present. Adds the operator as a work party of type Data-Party-Person.

ToOrgUnitManager ToOverallSLA

Routes the assignment to the worklist of the manager of a user's organization unit. Routes the assignment to the workbasket named default@zzzz.yyy, where zzzz.yyy identifies the name of the organization that this user belongs to.

ToQAWorkbasket

Uses a map value rule named RoutingRoles to identify a workbasket that serves the current operator's organization to hold work objects for quality assurance testing. Conventionally, that workbasket is named QA@org.com.

ToPolicyOverride

Supports policy overrides, by routing an assignment to the administrator of the current organization. Override to designate other operators as reviewers.

ToProblemFlowOperator

Routes the assignment to an available operator who is designated to respond to flow problems. See flow problems.

ToSkilledGroup

Routes to a randomly selected operator within a specific work group who: (1) is scheduled to be available between the time the assignment starts and is due and (2) has the minimum skill proficiencies to complete the assignment.
This skills-based routing rule examines the skills of each operator in a work group to find a match. To reduce processing demand, avoid this approach in situations where work groups may contain hundreds of operators.

ToSupportBasket

Uses a map value rule named RoutingRoles to identify a workbasket that serves the current operator's organization to hold work objects relating to support. Conventionally, that workbasket is named Support@org.com.

ToSupportLead

Uses a map value rule named RoutingRoles to identify an operator in the current operator's organization who is designated as a lead support person.

ToWorkbasket ToWorkGroupManager

Routes the assignment to a workbasket identified in a parameter. Routes the assignment to the worklist of the manager of the work group that this user belongs to.

ToWorklist ToWorkParty

Routes the assignment to the worklist of a specific user, identified in a parameter. Routes the assignment to the worklist of a work party in the work object (if that operator is available), identified through a parameter.

Utility activities
These standard Work- activities have an Activity Type of Utility. They can be used in a Utility task, represented by the Utility shape ( ) in Visio. The pyTaskStatus property is the output result of these activities.

Name
AddHistory AddNotetoHistory

Purpose
Add a history instance to the history of a work object. Adds a history instance with memo text from the value of the pyNote property.

AddToFolder

Adds the current work object to an existing folder, creating a Link-Folder object and updating the work object history to record this addition.

CheckIfNew ConvertAttachmentToPDF

Test whether a work object has an ID assigned. Sends a Word DOC file attachment that is attached to the current work object to PegaDISTRIBUTION Manager (PDM) for conversion to Portable Document Format. Specify both the existing attachment category that contains the DOC file and a destination attachment category that will contain the PDF file. Requires PegaDISTRIBUTION Manager 3.3.5.

CorrAttach

Supports CorrUpdate. Links the correspondence item on the page named pyCorrPage as an attachment to the work object. INTERNAL

CorrCheckForError CorrCreate

Checks for messages on the pyCorrPage page. Intermediate activity. Retrieves the correspondence rule. Determines the party's contact preference and address, based on a party role. Called by CorrNew. Calls CorrUpdate.

CorrFail CorrNew

May record in work object history that a correspondence operation has failed. Send correspondence (that requires no user interaction), and save it as an attachment to the work object. For email output, can send all work object attachments or selected work object attachments as email attachments. The optional Priority parameter allows the outgoing mail to be marked as high or low priority in certain e-mail client programs, such as Microsoft Outlook.

CorrQuickStart

Supports the SendCorrespondence standard flow, alternative to CorrNew for correspondence requiring verification.

CorrSend

Places the correspondence item (on page pyCorrPage) into a queue to be sent out by an agent, or sends it out immediately, depending on a parameter.

CorrVerify

Examines the correspondence rule to determine whether verification is required; if required, sets the pyTaskStatus property in the work object to the value VerificationRequired.

DuplicateSearch FindFulfillBasket

Search for other work objects that might be duplicates of this work object. Supports the standard example flow Work-.StandardRequest. Uses a map value rule RoutingRoles to identify a workbasket for fulfillment.

GenerateID

Computes a work object ID for a new work object.

ProblemFlowThrowException See flow problem flow. RandomSelection Sets the pyTaskStatus to one of two text values (RandomSelected and RandomNotSelected) randomly, based on a percentage value 0 to 100 you input as a parameter. This allows a portion of work objects to be routed to specific groups, or for

quality control sampling. Resolve Updates various properties needed for reporting, when a work object becomes resolved. UpdateStatus Changes the status of a work object (not the status of an assignment), and adds a record of this change to the history of the work object.

Standard