The user story requires a "cancel" option to be available "at any time" while the service request (case) is open. A case-wide action (also known as an optional action) is specifically designed for this purpose. It is configured at the case type level and is accessible to users throughout the case life cycle, regardless of the current stage or assignment. This allows a user to initiate the cancellation process whenever needed, directly fulfilling the requirement.

B. Configure the Cancel button on the user views to resolve the case: This is inefficient and not scalable, as it would require manually adding and configuring a button on every single user view within the case type.

C. Add an alternate stage to the case life cycle: An alternate stage defines the process for an exception or deviation (like cancellation), but it does not provide the user interface control to initiate that process from anywhere in the case.

D. Add a stage-only action to each stage in the case workflow: This would require duplicating the same action for every stage, which is redundant and difficult to maintain. A case-wide action is the correct, centralized approach.

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1. Pega Academy

Pega Platform Foundation Mission

Configuring optional actions module.

Reference: In the "Optional actions" topic

it states

"Optional actions supplement the tasks that users can perform as they work on a case. Unlike standard processes

optional actions are available to users at any time

as long as the case is open." This directly supports the use of a case-wide action for a requirement that specifies availability "at any time."

2. Pega Platform Documentation

Case processing

Section: Optional actions.

Reference: The documentation distinguishes between case-wide and stage-only optional actions. It clarifies that a case-wide action "is available in all stages of the case life cycle

" whereas a stage-only action "is available only in the specific stage that you select." This confirms that option D is incorrect for an "at any time" requirement and that option A is the correct design.

3. Pega Platform Documentation

Case life cycles

Section: Alternate stages.

Reference: The documentation describes alternate stages as a way to "model out-of-sequence events in the life cycle of a case... For example

you can use an alternate stage to process a cancellation request for an online order." While the cancellation process might reside in an alternate stage

the initiation of that process from anywhere in the case is best handled by a case-wide action

making option C an incomplete solution.