Self-Service for Smart Investigate Framework

Installation and Deployment Guide

 Copyright 2006
Pegasystems Inc., Cambridge, MA
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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 SelfService 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.

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?

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.

Self-Service for Smart Investigate Framework Before You Begin

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?

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.

Self-Service for Smart Investigate Framework Before You Begin

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

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.

12

Self-Service for Smart Investigate Framework Installing the Framework

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 environments 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 systems 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 SISysAdmin@pega.com 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.

14

Self-Service for Smart Investigate Framework Installing the Framework

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 applications purpose or contents. For example, you might
use your companys stock ticker symbol and then add something representing
the applications 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.

18

Self-Service for Smart Investigate Framework Deploying the Framework

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.

20

Self-Service for Smart Investigate Framework Deploying the Framework

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.)

22

Self-Service for Smart Investigate Framework Deploying the Framework

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 SelfService 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:

SISysAdmin@pega.com

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 SelfService 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

26

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

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 objects 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 systemassigned 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.

28

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

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

SIReview@pega.com

SIReview

SIReview

SIUser1@pega.com

SIUser1

SIUser1

SIUser2@pega.com

SIUser2

SIUser1

SISupervisor@pega.com

SISupervisor

SISupervisor

SIManager@pega.com

SIManager

SIManager

SISECAdmin@pega.com

SISecurityAdmin

SISecurityAdmin

SISysAdmin@pega.com

SISysAdmin

SysAdminDD

SIDev@pega.com

SIDev

SysAdminDD

Figure 4-3. Default Operators and Access Groups

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

Predefined Organizations, Divisions, and Units

The Self-Service Framework comes with the following predefined organization,
division, and units.
Organization:
Division:
Unit:

Pega.com
Administration
Installation

29

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

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

33

34

Self-Service for Smart Investigate Framework Extending the Framework

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

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 PegaSISelfService 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

35

36

Self-Service for Smart Investigate Framework Extending the Framework

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 RuleService- 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-AdminServicePackage 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

38

Self-Service for Smart Investigate Framework Extending the Framework

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.