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Self-Service for Smart Investigate Framework

Installation and Deployment Guide

© Copyright 2006 Pegasystems Inc., Cambridge, MA

All rights reserved.

This document describes products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. The document and product are protected by copyright and distributed under licenses restricting their use, copying, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc.

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This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service consultant.

For Pegasystems trademarks and registered trademarks, all rights are reserved. Other brand or product names are trademarks of their respective holders.

Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors. This document or Help System could contain technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make improvements and/or changes in the information described herein at any time. This document is the property of: Pegasystems Inc. 101 Main Street Cambridge, MA 02142-1590 Phone: (617) 374-9600 Fax: (617) 374-9620 www.pega.com Self-Service for Smart Investigate Document: Installation and Deployment Guide Software Version 5.1 Publication Date: July 2006

Contents

Chapter 1: Before You Begin........................................................................................................ 1 What Is the Self-Service for Smart Investigate Framework? ..................................................... 2 Your Framework and Process Commander .............................................................................. 4 Who Should Read This Document? .......................................................................................... 5 Other Information to Read ......................................................................................................... 6

Chapter 2: Installing the Framework............................................................................................ 9 Prerequisites ............................................................................................................................10 Installation ................................................................................................................................12 Verifying the Installation ...........................................................................................................13

Step 1: Verifying the RuleSets ..........................................................................................13 Step 2: Signing On ............................................................................................................13

Chapter 3: Deploying the Framework .........................................................................................15 Documenting Your Application .................................................................................................16 Creating a New RuleSet ...........................................................................................................17 Creating a RuleSet Version ......................................................................................................18 Creating Your Top-Level Class ................................................................................................19 Copying the Work Class Group to Your Class Hierarchy .........................................................20 Copying the Classes to Your Class Hierarchy..........................................................................21 Copying the Data-Admin-DB Table Instances ..........................................................................22

Chapter 4: What Is Already Set Up..............................................................................................23 System Administrator Account .................................................................................................24 RuleSet Hierarchy ....................................................................................................................25 Work Object Naming Conventions ...........................................................................................27 Default Operators and Access Groups.....................................................................................28 Predefined Organizations, Divisions, and Units........................................................................29

Chapter 5: Extending the Framework .........................................................................................31 Setup Requirements.................................................................................................................32 Activity Rules Provided.............................................................................................................33 Setting Up a SOAP Service......................................................................................................34 Parse XML Rules Provided ......................................................................................................35

iv Self-Service for Smart Investigate Framework

Setting Up and Extending the Parse XML Rules ......................................................................36 Setting Up a Service Package..................................................................................................37 Interfacing to PegaDISTRIBUTION Manager ...........................................................................38

Chapter 1: Before You Begin

This document describes how to install, deploy, and begin to extend the Self-Service for Smart Investigate Framework for initial production use. It assumes that:

■ PegaRULES Process Commander® and Smart Investigate� for Payments are already installed

■ You have taken the appropriate training courses

■ Some team members are PegaRULES Process Commander certified

Note: The deployment and setup information in this document is in addition to the information described in Smart Investigate for Payments. See the Smart Investigate for Payments Installation and Deployment Guide for more information along with the list of documents in �Other Information to Read� on page 6.

2 Self-Service for Smart Investigate Framework � Before You Begin

What Is the Self-Service for Smart Investigate Framework? As payment processing becomes a commodity, banks increasingly want to differentiate themselves based on the value-added services they can provide to their customers. Payment investigation was for a long time considered just another back-office function. Companies now see new importance and value in handling customer inquiries and problems efficiently, consistently, and quickly. This process can be helped significantly by pushing the work closer to the customer.

The Self-Service for Smart Investigate Framework comprises services within Smart Investigate for Payments as well as a sample JSP portal that illustrates how to call those services. The JSP portal itself is not intended for production use.

Once deployed, the services within Smart Investigate for Payments can be exposed for third-party applications to call. For example, a Customer Relationship Management (CRM) system can call the services to enter a new inquiry or check the status of an inquiry while the customer is on the phone. Services can also be used by an Internet banking application to enable customers on the Web to check a payment and initiate an investigation. In both examples, the third-party application renders the screen for end users to see, and Smart Investigate for Payments delivers the data on request in a stateless manner, using XML messages.

This Framework includes the following services:

■ GetAttachData � get the details of an attachment

■ GetAttachmentList � get the attachments list for a case

■ GetCaseData � get the data for a case

■ GetCaseHistory � get the history details for a case

■ GetClosedCases � get a list of all closed cases

■ GetOpenCases � get a list of all open cases

■ GetPaymentDetails � get the details of a payment transaction

■ NewInquiry � create a new general inquiry case

■ NewInvestigation � create a new investigation from payment results

■ ResolveCase � resolve a case

■ UpdateCase � update a case

Before You Begin � What Is the Self-Service for Smart Investigate Framework? 3

While these services can be used as delivered, you might want to extend the delivered capabilities to do the following:

■ Add additional services that perform new functions, by cloning and changing one of the delivered services.

■ Change the properties that are returned by a service to include custom properties for display to the user.

Each of these extension topics is discussed in more detail in Chapter 5, �Extending the Framework.�

In addition, the Self-Service for Smart Investigate Framework provides examples that CSRs or customers may self-serve. These include:

■ JSR 168 � A standard via which Smart Investigate may drive the display within a frame in a browser on the users computer.

■ SnapStart � A function via which users on a non Process Commander web site may click the URL to launch a browser to a particular screen within Process Commander / Smart Investigate.


Your Framework and Process Commander PegaRULES Process Commander contains a rules engine, database, processing logic, and functions � providing the base upon which Pegasystems Frameworks are built. Process Commander Frameworks are layered, making use of underlying technology instead of reinventing process flows (Figure 1-1). Additional flows and rules are contained in the Framework layer and support application-specific functions (such as contact management or customer service). The rules you modify when extending the Framework are at the top level, as they supersede the Framework defaults.

Figure 1-1. Process Commander Frameworks Showing Layers

Because Pegasystems Frameworks all share the same underlying technology, configuration processes (such as creating accounts and copying rules) are identical to those in Process Commander.

You can use the Framework RuleSets as a starting point for extending the Framework, making it specific to your organizational needs.

Before You Begin � Who Should Read This Document? 5

Who Should Read This Document? Before you install, deploy, and extend your Framework, it is assumed you have attended the courses listed below for your specific user role. The specific user roles addressed are the following:

■ System Administrators � responsible for security and ongoing operational functions such as access, tuning, and troubleshooting. These users are presumed to be experienced with system operations.

Courses:

� Fast Track to PegaRULES Process Commander

� PegaRULES Process Commander System Administration

■ Process Architects/Business Analysts � responsible for studying client processes and customizing workflows to meet client needs.

Courses:

� PegaRULES Process Commander Fundamentals

■ System Architects/Application Developers � responsible for creating the class structure with supporting automation capabilities, and implementing interfaces to external systems.

Courses:

� Fast Track to PegaRULES Process Commander

� PegaRULES Process Commander Bootcamp

■ Database Administrators � responsible for the basic installation of the Framework.


Other Information to Read In addition to this document, this Framework includes the following documents:

■ Self-Service for Smart Investigate Online Help � describes how to extend this Framework.

■ Self-Service for Smart Investigate Web Service Sample Portal Application Installation � describes how to install and start the Web portal component of this Framework.

! PegaRULES Process Commander Self-Documenting Feature � provides information about the classes and rules defined for your application. For more information, see �Documenting Your Application� on page 16.

Refer to the Smart Investigate� for Payments Installation and Deployment Guide for prerequisite installation and configuration information.

In addition to the Frameworks documents, you may want to refer to the following sources:

! PegaRULES Process Commander Introduction � provides an overview of the architecture, concepts, and features of Process Commander.

! PegaRULES Business Rules Engine Introduction � provides an overview of the business rules engine, the development portal, concepts, and features of rules and rule forms.

! PegaRULES Process Commander Administration and Security � describes how to perform initial startup, setup, and day-to-day administration.

! PegaRULES Process Commander Designing Your Application with SmartBuild � describes how to use the SmartBuild approach for designing, building, and evolving Process Commander applications.

! PegaRULES Process Commander Integrating with External Systems � supports IT professionals who plan, design, build, and test the interfaces with other systems that can be used with a Process Commander application.

! PegaRULES Process Analyzer User Guide � describes how to install and use Process Analyzer, an optional component that provides online analytical processing (OLAP) data for PegaRULES Process Commander.

! PegaRULES Process Commander Simulator User Guide � describes how to install and use Process Simulator, an optional component that provides simulation of PegaRULES Process Commander business processes.

! PegaRULES Process Commander Application Developer Help � provides contextual information about Process Commander. Access help by clicking the Help link on the Portal or on the toolbar.

Before You Begin � Other Information to Read 7

! PegaRULES Process Commander Installation Instructions (on the installation media).

! PegaRULES Process Commander Release Notes (on the installation media).

! PegaDISTRIBUTION Manager� for PegaRULES � Installation and Operations Guide.

! PegaDISTRIBUTION Manager� Release Notes.

The Pega Developer Network (PDN), located at http://pdn.pega.com, is the primary technical resource area for the Process Commander developer community. The PDN contains a broad range of technical articles including troubleshooting and �How-To� information and a comprehensive and searchable knowledgebase to help developers speed their application development. The PDN also links directly to the customer support section of pega.com where customers can submit trouble reports and product enhancement requests.

For information on installing or working with third-party applications, such as Microsoft Visio, consult vendor documentation.

Chapter 2: Installing the Framework

This chapter provides technical guidance for installing the Self-Service Framework. It does not describe particular steps that may be necessary to configure the Framework for use in your organization.

10 Self-Service for Smart Investigate Framework � Installing the Framework

Prerequisites Before performing these installation steps, ensure that the following prerequisites have been met:

■ Install a suitable Java Container to support PegaRULES Process Commander. Apache Jakarta/Tomcat, IBM WebSphere, and BEA WebLogic will support the installation of Smart Investigate for Payments.

■ Install PegaRULES Process Commander version 5.1. This specific software revision must be installed to accommodate the specific versions of software detailed above. Ensure that all Process Commander installation steps are completed and all error conditions resolved before performing this installation procedure.

■ Verify that the installed PegaRULES Process Commander RuleSets versions are 05-01-01 or higher. Do not attempt to perform the installation if the versions of the RuleSets specified below begin with 04-01 or lower.

� Pega-IntSvcs:05-01-01

� Pega-ProCom: 05-01-01

� Pega-Rules: 05-01-01

� Pega-WB: 05-01-01

To verify what version of Process Commander is installed in your environment, log into your Process Commander as a System Administrator. From the System Administrator dashboard, select Full Profile. The RuleSets you see listed should match the list shown above.

■ Obtain the Smart Investigate for Payments software distribution media. It includes all software layers required for Smart Investigate for Payments, except for the PegaRULES Process Commander software, which you should have already installed.

Installing the Framework � Prerequisites 11

■ Make sure the installers have the correct permissions set. To facilitate the installation of Smart Investigate for Payments, installers perform a combination of tasks which may require certain access permissions.

Below is a summary of the different types of tasks:

� The transfer of files from the installation media directly to the Process Commander server (using FTP for a UNIX environment or network drive access for Windows).

� Execution of SQL scripts against the PegaRULES database.

� Execution of SQL Loader program (Oracle only) against the PegaRULES database.

■ Become familiar with the directory structure where you installed PegaRULES Process Commander. During the installation process, you FTP or copy files into the following directories:

� RuleSets

� ServiceExport

� WEB-INF/lib

The exact directory path is determined by your environment. The person who installed your application server and/or PegaRULES Process Commander should know where to find these directories.

During the installation process, you need to review your log file (PegaRULES-yyyy-mm-dd.log). Before you begin, locate the log file in your environment.


Installation The Self-Service Framework includes these RuleSets:

■ PegaSISS

■ MyCoSISS

The basic installation procedure for each software layer is to use the PegaRULES Process Commander Database Utility (prdbutil). This database utility installs the layer into your Process Commander system. This requires copying the contents of a specific jar file from the RuleSets directory (on the installation media) into your environment�s RuleSets directory.

Follow the steps below to install the Self-Service Framework layer:

1. If not already started, start the PegaRULES Process Commander Database Utility (prdbutil).

2. Select Upload Application from the Utilities section. Select Install_SelfServiceForSI42.jar file from the SelfServiceForSI42\RuleSets directory on the installation media and upload it to your PegaRULES Process Commander system�s RuleSets directory.

3. Select Import PegaRULES Process Commander Application Instances form the Utilities section. Select the Install_SelfServiceForSI42.jar file and click Import.

When the Import completes a message appears. PegaSISS and MyCoSISS now appear at the top as an installed RuleSet in Process Commander.

■ Add the PegaSISS and the MyCoSISS RuleSets to the access group of those users who need access to this Framework. See the Smart Investigate for Payments Installation and Deployment Guide for more information about modifying access groups.

You have successfully installed the Self-Service Framework.

Installing the Framework � Verifying the Installation 13

Verifying the Installation Follow the steps below to verify the installation.

Step 1: Verifying the RuleSets Start the Process Commander PRDeploymentServlet and verify the following application RuleSets display in the Installed RuleSets section:

■ PegaSISS

■ MyCoSISS

Step 2: Signing On Follow the steps below to verify the Framework was successfully installed and to begin customizing the system. Contact your Pegasystems technical support representative if you need additional help.

1. Use the following URL to get to the PegaRULES Process Commander signon screen:

http://servername:port/contextroot/PRServlet

Where:

■ servername � TCP/IP hostname of the server hosting the Process Commander installation.

■ port � TCP/IP port providing access to the Web host installation.

■ contextroot � Name provided when setting up the Java Container to support PegaRULES Process Commander (for example, prweb).

Example: http://myserver:8081/prweb/PRServlet

2. Sign on with the user ID [email protected] and the password install.

3. Add the SISysAdmin access group to the Data-Agent-Queue instance for the Pega-ProCom SLA agent. Then restart the agent or the server to ensure the access group takes effect.

This access group has the necessary RuleSets and roles for the Process Commander agent to function correctly with the Framework.

http://myserver:8081/prweb/PRServlet


Note: Certain interface features must be configured using site-specific information and therefore cannot be run immediately after the installation. For more information about specific modifications that may be needed to complete your deployment and interfaces, refer to Chapter 5, �Extending the Framework,� or contact your Pegasystems technical representative.

Chapter 3: Deploying the Framework

This chapter describes how to set up the RuleSet, RuleSet version, and class structure to begin deployment of the Framework and to build your application while protecting the delivered Framework structure.

Before you begin, be sure to complete the deployment of Smart Investigate for Payments. See the Smart Investigate for Payments Installation and Deployment Guide for more information about deploying Smart Investigate.

Note: For additional information about completing any of the forms, use the PegaRULES Process Commander Application Developer Help and PegaRULES Process Commander � Designing Your Application with SmartBuild.

16 Self-Service for Smart Investigate Framework � Deploying the Framework

Documenting Your Application Before you begin the deployment process, it is important to understand what classes, rules, and flows already exist. All PegaRULES Process Commander Frameworks include a self-documenting feature that enables you to develop and document your application simultaneously, making it easy for any developer to continue where you left off.

In the Application Overview section of the Manage Rules workspace, you can use the following buttons:

■ Inventory � to see the rules defined for the selected class. The short description from the rule form appears next to each rule listed. You can click on a link to go to the rule.

■ Document � to print a report that shows the following for the selected class:

� RuleSets

� Work types

� Flows

� Rules defined

The short description from the rule form appears with each rule listed.

Print these reports to use with this document to deploy and extend your Framework.

The History tab of each rule form has a Full Description field and a Usage field. Enter information in these fields that explains what the rule is for and how it is used. You can then create a list view report that shows the information you entered for each rule. Where applicable, these fields are populated in the Framework RuleSets.

Deploying the Framework � Creating a New RuleSet 17

Creating a New RuleSet The RuleSet you create lets you tailor your Framework to suit your production environment. RuleSets also provide security, version control, and the ability to move your application to a different Process Commander environment.

Give your RuleSet a name that helps you manage and identify its contents. Your RuleSet name can be up to 255 characters long, must start with a letter, and should contain only letters and digits. Use names that are short and easy to remember.

The first part of the name should represent your company and the second part should represent the application�s purpose or contents. For example, you might use your company�s stock ticker symbol and then add something representing the application�s purpose or contents.

Note: You should have already created at least one RuleSet when you installed Smart Investigate for Payments. Therefore, this step is only required if you intend to separate changes into multiple RuleSets. If you intend to include all customization and configuration in a single RuleSet, skip this step.

To create a new RuleSet: 1. From the Class Explorer, select Rule- > RuleSet- > Name. A list of

RuleSets appears.

2. Click New. The New form appears. Complete and save the New form. The RuleSet form appears.

3. Complete the Security tab sections.

4. Go to the History tab and complete the Full Description and Usage fields.

5. Save the RuleSet.


Creating a RuleSet Version Each RuleSet has a version number that Process Commander uses (along with other criteria) when determining the correct business rule to apply in each situation as work is processed. Version numbers let you make changes without impacting the existing version.

When you create a RuleSet, you must create the initial version number, 01-01-01, for that RuleSet. Use the required format of xx-yy-zz, where xx is the major version, yy is the minor release within that version, and zz is the interim, or update, level within that release.

Note: You should have already created at least one RuleSet version when you installed Smart Investigate for Payments. Therefore, this step is only required if you intend to separate changes into multiple RuleSets. If you intend to include all customization and configuration in a single RuleSet, skip this step.

To create a RuleSet Version: 1. Use the Class Explorer and select Rule- > RuleSet- > Version.

2. Click New. The New form appears. Complete and save the New form. The RuleSet Version form appears.

3. Complete the Security tab.

4. Go to the History tab and complete the Full Description and Usage fields.

5. Save the RuleSet version.

Deploying the Framework � Creating Your Top-Level Class 19

Creating Your Top-Level Class Your application uses a hierarchical class structure to define work objects so they can share common attributes and control rule resolution. A top-level class is the starting place for your class structure.

For simplicity and clarity, use the same (or similar) names for the RuleSet and its top-level class. In many cases, you may find it useful to define the top-level class as the company name. For example, SampleCo- could be the top-level class name for the company SampleCo.

Naming Conventions: ■ Start names with a capital letter

■ Names are case sensitive

■ Alphanumeric characters are permitted

■ Significant letters should be uppercase for legibility

To create a top-level class: 1. Use the Class Explorer and select Rule- > Obj- > Class. A list of classes

appears.

2. Click New. The New form appears. Complete and save the New form. The Class form appears.

3. Complete the Basic and History tabs. (Complete the Restrictions tab if you want to limit which other objects can reference this class.)

4. Click Save.


Copying the Work Class Group to Your Class Hierarchy Optionally, you might want to copy your Work class group from your Framework into your RuleSet to provide the data structure for various types of work in your application. Many rules in your application reference the class data structure.

Class groups are the link between your class structure and the underlying database, and they must be unique across your organization (the application prevents you from creating a duplicate).

The Clone a Class Group link in the Database section of the Administration workspace starts the Direct Inheritance wizard. The wizard creates a new set of classes (one of which corresponds to a class group) that matches the classes below a specified class.

The class group for this Framework is MyCoSI-Work.

Note: During the installation of Smart Investigate for Payments, you might have already copied the Work class group. If so, skip this step.

To copy a class group to your class hierarchy: 1. Click the Administer bar.

2. Click Clone a Class Group link in the Database section. The first Direct Inheritance wizard screen appears.

3. Complete the fields and click Next. The second wizard screen (Class Mapping) appears.

4. Change the RuleSet name to your custom RuleSet name so the rules are created in your RuleSet.

5. Scroll down and click Next. The third screen appears and displays a list of generated classes.

Deploying the Framework � Copying the Classes to Your Class Hierarchy 21

Copying the Classes to Your Class Hierarchy Optionally, you might want to copy classes to your class hierarchy to create the structure required for your application to work. Copy this class:

■ MyCoSI-SelfService

To copy the remaining classes: 1. Use the Class Explorer and select Rule- > Obj- > Class. A list of instances

appears.

2. Scroll down until you see the classes you want to copy.

3. Click on the class to open the Class form and then select Save As to display the Save As form.

4. Change the class name to your class name, select your RuleSet from the selection box, optionally change the short description, and click Save As.

5. Repeat steps 3 to 4 for every instance that you want to copy. (Remember that your Work classes were already copied using the Direct Inheritance wizard.)


Copying the Data-Admin-DB Table Instances Optionally, you can copy the Data-Admin-DB-Table instance from your Framework to your class hierarchy to specify the correct database tables for your new classes.

To copy the Data-Admin-DB-Table instances: 1. Use the Class Explorer and select Data- > Admin- > DB- > Table and select

instances to display a list of tables.

2. Scroll down until you see the instances you want to copy.

3. Open the instance and click Save As. The Save As form appears.

4. Replace the class name with your class name. Click Save As to save the instance in your class. (You only need to replace the MyCoSI portion of the name with your name.)

5. Change the Short Description to replace the class name with your class name when appropriate and save the instance.

6. Repeat steps 2 to 5 for each instance that you want to copy.

7. Repeat steps 2 to 5 for the History-ClassName-Work instances.

8. Repeat steps 2 to 5 for the Index-ClassName-WorkParty instances.

Chapter 4: What Is Already Set Up

This chapter describes defaults and samples that are set up and ready for your use. It is expected that you will use these as a basis for extending the Self-Service for Smart Investigate Framework. The topics include:

■ System Administrator Account

■ RuleSet Hierarchy

■ Work Object Naming Conventions

■ Default Work Groups, Workbaskets, and Worklists

■ Default Operators and Access Groups

■ Predefined Organizations, Divisions, and Units

■ Predefined Access Roles and Privileges

24 Self-Service for Smart Investigate Framework � What Is Already Set Up

System Administrator Account The Self-Service Framework uses the following Operator ID as the default system administrator account. You should change this password after logging in.

Operator ID: [email protected]

Password: install

Note: Operator IDs are not case sensitive, but passwords are case sensitive.

What Is Already Set Up � RuleSet Hierarchy 25

RuleSet Hierarchy RuleSets are arranged hierarchically, with the more general rules at the bottom and more specific rules at the top. The four RuleSets at the bottom are standard in all applications and control the underlying Process Commander operations, while the rules towards the top control application functions. The RuleSet order is critical to rule resolution. To find the appropriate rule, Process Commander begins with the top RuleSet in this list, and if the rule is not found, moves to the next RuleSet. In this manner, custom, site-specific rules have precedence over application-specific rules.

Figure 4-1. RuleSet Hierarchy

The Self-Service Framework RuleSets include:

■ MyCoSI � a working example of the rules needed to execute Smart Investigate for Payments

■ MyCoSISS � a working example of the rules needed to execute the Self-Service for Smart Investigate Framework

■ PegaSISS � the Self-Service rules

■ PegaSINostro �the Smart Investigate rules for nostro account reconciliation

■ PegaSIPymt �the Smart Investigate rules for payment investigations

■ PegaSI � the Smart Investigate rules


RuleSets that are shared across applications and contain workflow components include:

■ PegaAppResearch-CommBank � the PegaRESEARCH Manager components specific to commercial banking

■ PegaAppResearch � the PegaRESEARCH Manager components that are not application specific

■ PegaCommBank � the commercial banking rules

■ PegaAppCorr � the application correspondence rules

■ PegaAppFin � the common financial application rules

■ PegaApp � the common application rules

The Process Commander RuleSets include:

■ Pega-ProCom � workflow support and portal facilities

■ Pega-WB � internal logic and facilities

■ Pega-IntSvcs � system interface support, including connectors and services

■ Pega-RULES � activities, Java generation, rule resolution, and other basic rules engine operations

What Is Already Set Up � Work Object Naming Conventions 27

Work Object Naming Conventions There are three types of work objects: basic work objects, covers, and folders. Applications use basic work objects; some, but not all, may use covers or folders.

■ Work objects capture and process information about an individual unit of work.

■ Covers tightly coordinate processing of one or more distinct, but closely related, work objects. The system normally resolves a cover work object after all its component work objects are resolved.

■ Folders hold one or more work objects (which can be basic work objects, covers, or other folders). In contrast to covers, the relationship between folders and work objects and their contents may be many to many. One work object may be associated with multiple folders, but only one cover.

When your application initiates a work object, a predefined model populates key property values (such as urgency) that directly affect the work object�s relative priority and placement in operator worklists. As work objects progress towards resolution, core property values such as priority and status are continually updated to reflect the current stage of processing.

Each work object has a unique ID that is computed by combining a system-assigned number and one of two prefixes defined in a Map Value rule in the PegaSI and MyCoSI RuleSets. For example, M-051024-102454 could be a work object related to a message case. You can add other prefixes to identify distinct objects in a class group. Figure 4-2 lists the prefixes defined in the Framework.

Prefix Work Object Applies To

M- Message case PegaSI-Work

PEG Exception case MyCoSI-Work

Figure 4-2. Self-Service Work Object IDs

Note: The PEG identifier does not include a dash so that the ID does not exceed the 16-character limit for SWIFT reference numbers.

The Map Value rules are:

■ Rule-Obj-MapValue named MessageCasePrefix

■ Rule-Obj-MapValue named ExceptionCasePrefix

You can change these prefixes or create additional prefixes by copying the map value rules into your RuleSet and making your changes.


Default Operators and Access Groups Figure 4-3 lists the operators and access groups that come with the Self-Service Framework. All passwords are set to install by default.

Operator ID Access Group Portal Name [email protected] SIReview SIReview [email protected] SIUser1 SIUser1 [email protected] SIUser2 SIUser1 [email protected] SISupervisor SISupervisor [email protected] SIManager SIManager [email protected] SISecurityAdmin SISecurityAdmin [email protected] SISysAdmin SysAdminDD [email protected] SIDev SysAdminDD

Figure 4-3. Default Operators and Access Groups

What Is Already Set Up � Predefined Organizations, Divisions, and Units 29

Predefined Organizations, Divisions, and Units The Self-Service Framework comes with the following predefined organization, division, and units.

Organization: Pega.com Division: Administration Unit: Installation

Chapter 5: Extending the Framework

This chapter provides information on extending the Self-Service Framework. The topics include:

■ Setup requirements

■ Activity rules provided

■ Setting up a SOAP service

■ Parse XML rules provided

■ Setting up and extending the Parse XML rules

■ Setting up a Service Package instance

■ Interfacing to PegaDISTRIBUTION Manager

32 Self-Service for Smart Investigate Framework � Extending the Framework

Setup Requirements Ensure you have set up the following before extending your Framework:

■ Operators � Operator IDs define the type of users who work with the Framework and the application you build. This Framework comes with a set of predefined operator IDs that you can use to create your own.

■ Access groups � Operator IDs specify an access group that determines options that the portal users see, RuleSets they can access, classes of work that appear in their portal, default class groups of rules that users work with, and access roles. This Framework comes with a set of predefined access groups that you can use to create your own.

■ Access roles � An access role is defined as having certain class access rights. Users can have one or more access roles, which are listed in access groups. This Framework comes with a set of predefined access roles that you can use to create your own.

■ Privileges � A privilege allows users with a particular role to execute certain functions. Privileges are associated with access roles, not directly with users. If a user has the access role with which the privilege is associated, the user has the privilege. Privileges also play a role in routing work, as users can only receive work items for which they have privileges.

Tip: Access role obj rules (of type Rule-Access-Role-Obj) associate access roles with the classes to which they provide access and with any relevant privileges or access settings. When you create a new access role, you must associate it with the appropriate classes.

When you associate an access role or privilege with a class, you not only associate the names of the rules, but you also specify the level of access a role or privilege has to a class or the conditions under which the role or privilege can access the class. This process allows for an extremely flexible and powerful way of defining class-based security.

Extending the Framework � Activity Rules Provided 33

Activity Rules Provided The Self-Service for Smart Investigate Framework uses activities to return XML data from Smart Investigate for Payments. The following activities are in the class PegaSI-SelfService- unless otherwise specified:

■ SSGetAttachment � get attachment details

■ SSGetAttachmentList � get attachment list for a case

■ SSGetCase � get data of a case by providing the pyID

■ SSGetCaseHistory � get history details of a case

■ SSGetClosedCases � get closed cases

■ SSGetOpenCases � get open cases

■ SSGetPaymentDetails � get payment details

■ SSMessageProcess � the base activity, which calls the other activities depending on the value of the QueryType property

■ SSNewCaseFromRM (PegaSI-Work- class) � called from SSSICreateNewCaseFromRM

■ SSNewInquiry � create a New Inquiry case

■ SSNewInvestigation � create a new investigation from the Payment Result data

■ SSResolveCase � resolve a case

■ SSSICreateNewCaseFromRM � called from SSNewInvestigation after calling SSGetPaymentDetails

■ SSUpdateCase � update a case


Setting Up a SOAP Service The Self-Service for Smart Investigate Framework communicates with external systems using the Simple Object Access Protocol (SOAP) to exchange data in eXtensible Markup Language (XML) format. The Framework uses an instance of Rule-Service-SOAP named SoapProcess to capture an external request, process it, and return a response. To set up the Service SOAP rule, you must enter data on the Service, Request, Response, and History tabs of the Service SOAP form, as follows:

1. Locate and open the Service SOAP rule SoapProcess. The Service SOAP form appears.

2. On the Service tab, do the following:

� Enter the class (such as MyCoSI-SelfService-) of the page you enter in the Page Name field (such as SSMessagePage) in the Page Class field.

� Enter the service activity for this service in the Activity Name field. Once the service collects the data, the activity is invoked and processes it. The default is SSMessageProcess.

3. On the Request tab, in the Request parameter section, update the Map To Key values with the name of a Parse XML rule. The default is SSParseMessage, which parses the XML data, but you must set the root element name.

4. On the Response tab, specify the parameters for sending a response to the external system. The default is SSResponsePage.SSResponseData.

5. On the History tab, update the information in the Full Description and Usage fields describing your new service.

6. Save the rule to your RuleSet.

Extending the Framework � Parse XML Rules Provided 35

Parse XML Rules Provided The Framework uses instances of Rule-Parse-XML to map XML data to properties in the Data- class. The following rules are provided in the PegaSI-SelfService class and the SSParseMessage namespace:

■ GetAttachData � get details of an attachment

■ GetAttachmentList � get attachments list for a case

■ GetCaseData � get data of a case

■ GetCaseHistory � get history details of a case

■ GetClosedCases � get all closed cases

■ GetOpenCases � get all open cases

■ GetPaymentDetails � get payment details from TRN and branch

■ NewInquiry � create New Inquiry Exception case

■ NewInvestigation � create New Investigation from Payment Results case

■ ResolveCase � resolve case

■ UpdateCase � update case


Setting Up and Extending the Parse XML Rules Use a Parse XML rule to set up the mapping as follows:

1. Use the Class Explorer to select the instance of Rule-Parse-XML you want to modify. The Parse XML form appears.

2. On the Parse Rules tab, do the following:

� Enter the nodename of an XML data element in the Source Path field.

� Enter the action to be applied (such as Set Value) in the Action field.

� Enter the property name to which the XML data element maps in the Target field.

� Repeat for each XML data element.

3. On the History tab, update the information in the Full Description and Usage fields describing your new service.

4. Save the rule to your RuleSet.

5. Repeat steps 1 to 4 for each Parse XML rule you need to modify.

You can extend the service to a new class by specifying that the new class inherit from the class PegaSI-SelfService-.

Extending the Framework � Setting Up a Service Package 37

Setting Up a Service Package The Framework uses service packages to define a package name, define access for listeners, and support the deployment of services. The name you choose for this data instance becomes the first key part of a set of service rules (in the Rule-Service- class) that you develop, deploy, and use together. Set up a service package as follows:

1. Use the Class Explorer and select the instance of Data-Admin-ServicePackage you want to modify. The Service Package form appears.

2. On the Deployment tab, do the following:

� Enter WSDL in the Deployment Type field.

� Enter MyCoSI-SelfService- in the Service Class field.

� Click Generate Deployment Files. The message �Successfully created WSDL File� and the location of the file appears in the Deployment Results section.

3. On the History tab, update the information in the Full Description and Usage fields describing your new service package.

4. Save the instance to your RuleSet.

5. Go to the target directory and compile the following files:

� Interface (ClassName.java)

� Binding stub (ClassNameBindingStub.java)

� Service (ClassNameService.java)

� ServiceLocator (ClassNameServiceLocator.java)

6. Make a jar file of the compiled files.

7. Develop the client program as follows:

� Create an instance of the ServiceLocator class

� Invoke the method ClassNamePort()

� Invoke the business method or target method


Interfacing to PegaDISTRIBUTION Manager PegaDISTRIBUTION Manager is a required companion product that works with the Self-Service for Smart Investigate Framework to activate printers and print servers to send correspondence in print, fax, or Rich Text Format (RTF) file modes. It can also print HTML files and their associated image files. Installed independently of the framework, it is designed to run on Microsoft Windows 2000 Professional or Server or Windows XP.

To install and configure the PegaDISTRIBUTION Manager, refer to the PegaDISTRIBUTION Manager for PegaRULES � Installation and Configuration Guide.

Note: During the installation of Smart Investigate for Payments, you might have already installed PegaDISTRIBUTION Manager. If so, nothing further needs to be done to configure it for this Framework.

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