Set up the project

What you’ll build

In this part you lay the foundations for the case management solution. You create the Case Management project that holds everything you build in the series. You add three configuration values: the number of working days the service desk has to respond to a case, one for high-priority cases and one for all others, and the email address of the escalation team. Finally you add two localized resources, the subject and body of the email that tells the triage team about a new case. Keeping these values out of your logic means the business can change an SLA, and translators can change a message, without anyone editing a flow.

Before you begin

Check the prerequisites on the Tutorials page: Logic Composer and Process Orchestrator are installed, you have the Flowon Customizer and Process Designer roles, and the unmanaged solution ContosoService exists.

Create the project

1. Open the Logic Fabric Logic Composer app and go to Logic FabricSettingsProjects.

2. Select New.

3. Enter Case Management as the Project Name and choose ContosoService in Solution.

4. On the Docs tab, enter the Title Case management and the Description Validation, routing, SLA and escalation logic for customer service cases.

5. Save the project.

Every artifact you create in this series belongs to Case Management. You choose the project when you create an artifact, and you cannot move the artifact to another project afterwards. See Projects.

Add the configuration values

One configuration record holds one value, so you create three records.

1. Go to Logic FabricSettingsConfigurations and select New.

2. Create the first value:

   Setting	Value
   Name	SlaResponseDaysHigh
   Project	Case Management
   Type	Integer
   Value	1
   Cache Strategy	Do Not Cache

   On the Docs tab, note Working days to respond to a high-priority case. Owned by the service desk manager. Save.

3. Create SlaResponseDaysStandard the same way, with Type Integer, Value 3 and Cache Strategy Do Not Cache. It applies to cases of every other priority.

4. Create EscalationTeamEmail with Type String, Value support-escalations@contoso.com (use a mailbox you can read in your environment) and Cache Strategy Do Not Cache.

Name and Type are locked after the first save. You use Do Not Cache here so that a change takes effect at once, which you will rely on when you test the escalation in part 5. Once the values are stable, you could switch to Cache with TTL. See Configuration values.

Why the escalation team is not a configuration value

A configuration value holds a simple value such as a number, a date or a text, not a reference to a team. The flow and the process in this series pick the teams themselves (for example Service Triage) as Team values in the expression editor. Teams have different IDs in each environment, and you map them per environment when you deploy in part 7.

Add the localized resources

The triage team receives an email for every new case. You store its subject and body as localized resources, with numbered placeholders that the flow fills in.

1. Go to Logic FabricSettingsLocalized Resources and select New.

2. Enter Case_NewCaseSubject as the Name and choose the Case Management Project.

3. In the Resource section, enter the English text:

   New {0} priority case {1}: {2}

   If other languages are enabled in your environment, enter a translation for each one and keep all three placeholders. Save.

4. Create a second resource, Case_NewCaseBody, with this English text:

   Please triage this case. The first response is due by {0}. Open the case: {1}

   Add the translations and save.

In part 3, the flow fills {0}, {1} and {2} of the subject with the case’s priority, case number and title, and the body with the due date and a link to the case.

Fill in every language

If a resource has no text for the language a user works in, the result is empty text: there is no fallback to English. Fill in every language your service desk uses. See Localized resources.

Check your work

You now have:

Artifact	Name	Value
Project	Case Management	Linked to the ContosoService solution
Configuration	SlaResponseDaysHigh	Integer 1
Configuration	SlaResponseDaysStandard	Integer 3
Configuration	EscalationTeamEmail	String, the escalation mailbox
Localized resource	Case_NewCaseSubject	New {0} priority case {1}: {2}
Localized resource	Case_NewCaseBody	Please triage this case. The first response is due by {0}. Open the case: {1}

Open each configuration and resource again and check that its Project is Case Management. A wrong project cannot be fixed later: delete the record and create it again.

Next

Continue with Part 2: Validate and calculate, where you check new cases with a validation set and calculate their response due date from these settings.