Guiding users through a business process

Adding work statuses and instructions keeps the user informed about a case. By using these options, you can help users complete their work more productively. 

Defining the work status of a case

Consider what would happen if a case could only be identified as open. You would have difficulty determining where in the process that case was. A case has varied statuses — created, waiting for approval, worked upon, and resolved — throughout its life cycle. Each status provides an assessment of the progress of the case. As a result, the business quickly analyzes the state of a high volume of cases.​

Pega assigns a work status when it creates each case. Each status provides an assessment of the progress of the case.

As the case moves through the process the work status is updated.

Pega includes standard work status values, such as Open or Pending-Approval. You can add custom status values to your application.

Adding instructions

An instruction for a step identifies to an end user what should be accomplished in an assignment.

End users see instructions in their worklist or when they open a case.

For example, in a loan application there is a step for a manager to approve a loan. You would want to add instruction called Approve this item so it's clear what work needs to be done on the case.