VCR Batch Queue Processing Smart Dispute for Issuers 7.21 February 2017 Introduction Visa claims resolution (VCR) provides various queues for members to download and process cases or transactions. The RTSI Batch Queues support a subset of the queues available in the VROL UI. Smart Dispute supports the processing of the following Batch Queue types provided by Visa: T type Used for RFC requests, responses, misc. fees etc. R type Used for all rejects S type Used for pre-filings and case filings D type Used for all awaiting action disputes Familiarity with the details in chapters Queues and RTSI Batch Queues in Visa s document Real Time System Interface for VROL VCR published will be help set the context for the implementation. Tech note content Smart Dispute provides the following advanced agent rules to fetch, save, and process the Batch Queue records retrieved from the VROL system. All the agent rules are configured to run the activity rule VCR_IssuerBQProcessing, which takes only one parameter, BatchQueueName. The Batch queue name depends on the queue from which you are trying to retrieve the records. The following table provides details on the agent rules in SDI and their corresponding queue. Support for the following Batch Queues is not available in Smart Dispute as of the January patch release of Smart Dispute Issuer 7.21. INCOMING_BQ_MISC_FEES INCOMING_BQ_ADJUSTMENTS SDI Batch Queue Processing 1
Fetching and saving the queue records Each batch queue operation returns 200 records by default (or the number configured by the member in the VROL System), these records have to be saved to a database table before they can be processed. The following tables have been created in Smart Dispute for storing the records fetched from the VROL system. Each table holds records related to a particular queue type: SD_VCR_DQUEUE Stores records belonging to D queue type (Incoming disputes, dispute responses etc.). This table is mapped to the integration layer class PegaCard-Int- Visa-FormatDQueueItemType. SD_VCR_TQUEUE Stores records belonging to T queue type (RFC requests, RFC responses etc.). This table is mapped to the integration layer class PegaCard-Int-Visa- FormatTQueueItemType. SD_VCR_RQUEUE Stores records belonging to R queue type (Rejected items). This table is mapped to the integration layer class PegaCard-Int-Visa-FormatRQueueItemType. SD_VCR_SQUEUE Stores records belonging to S queue type (Pre-filings & responses, Case filings etc.). This table is mapped to the integration layer class PegaCard-Int-Visa- FormatSQueueItemType. BatchQueueItemSID, which uniquely identifies a queue record, is also the primary key for all the above tables. The above tables do not store all the elements returned in the queue record. SDI Batch Queue Processing 2
The following picture depicts the processing of records from queue: SDI Batch Queue Processing 3
Processing queue records The activity rule VCR_BatchQueueProcessing of the PegaCard-Sd-Dispute-Visa- class is the core rule responsible for performing the following actions: Fetch records from each batch queue. Save these records to local DB table. Mark all the records fetched from queue as read to prevent the records from appearing in the queue during next batch queue operation. Fetch the records saved in local DB table. Multiple iterations may be required for the above steps if the number of records are high (One batch queue operation will return 200 or the number configured in VROL system). Browse the records in local DB and for each record: If the record is an incoming Pre-Compliance request and a case does not exist in the system with the VisaCaseNumber, the system will create a case. In remaining cases, the dispute will be waiting for a response from the other party (ex: Issuer might have raised a Pre-Arb and waiting for a Pre-Arb response from Acquirer). For such cases, the activity will identify the case, which is waiting for the response using the VisaCaseNumber. After the case is found, the activity will look up the Flow & Flow Action name from the activity FlowNameLookupForVCRQueues and will resume the flow. After successful processing, the record will be deleted from the database table. There should be only one dispute with a unique VisaCaseNumber in the application. The queue record will not contain the complete information. For complete information pertaining to the record, either a Hyper search request or any other related SOAP service needs to be invoked in the flow that is being resumed. Extension points Users can override the following rules during implementation: Activity rule VCR_IssuerBQProcessing of PegaCard-Sd-Dispute-Visa- class. Update the following values: WorkPageClass Your default work class for Visa international dispute. The class of the work object will later be replaced by class of the work object being resumed. Report Name The name of the Report Definition rule that is used to identify the work object to be resumed. DTName The data transform rule for initiating the work page. FlowName In the case of an issuer, if a pre-compliance request is received in the absence of an existing work object, this flow should create a work object and start the pre-compliance flow. Activity rule FlowNameLookupForVCRQueues of PegaCard-Sd-Dispute-Visa- class. This activity rule will return the Flow Name and the Flow Action name to be resumed. These SDI Batch Queue Processing 4
values have to be configured based on the queue name being processed and the Action input parameter. This parameter will contain the case status of the queue record and can be used to identify the record type (Pre-Arb, Pre-Arb response, Pre-Comp, Pre-Comp response etc.). Activity rule ProcessRFCAndPreComp of PegaCard-Sd-Dispute-Visa- class contains the names of the flows which will be invoked when a RFC request of Pre-Compliance request is received during the processing of an existing dispute. Map value rule MapBatchQueueType of PegaCard-Sd-Dispute-Visa- class returns the Integration class based on the Queue Name. This class name is required for retrieving the records saved in the DB table. These classes should be replaced by the implementation layer integration classes. Customers can extend activity rule AdditionalExceptionProcessing of PegaCard-Sd-Visaclass to handle exceptions caught during the processing of queue records. Exception handling Business exceptions After saving the records fetched from Batch Queue, the system invokes the SIMarkBatchQueueItemAsReadRequest operation to remove the records from the corresponding Batch Queue. It is possible that, due to various reasons, removing records from the Batch Queue may fail. In such a case, the BatchQueueItemSIDs of the failed records are sent in the response record of that operation. These records have the QueueError column marked Y in the respective DB tables. After the agent has finished processing all the records, the system deletes the error records from the table, and messages are written to the log file with the BatchQueueItemSID, VisaCaseNumber, and the Queue Name to which the record belongs. Technical exceptions In addition to the Pega-provided exception handling, the activity rule ProcessVCRExceptions of PegaCard-Sd-Dispute-Visa- class has been configured to log the exception along with the details of any records which have failed processing. Customers can also add their own exception handling by extending the activity rule AdditionalExceptionProcessing. This activity contains the BatchQueueItemSID of the record, the Queue to which the record belongs, and the exception details. SDI Batch Queue Processing 5
Copyright 2017 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders. For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation media that is specific to your release. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. may make improvements and/or changes to the publication at any time. Any references in this publication to non-pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This information is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA 02142-1209 USA Phone: (617) 374-9600 Fax: (617) 374-9620 www.pega.com Smart Dispute for Issuers Document: VCR Batch Queue Processing Software Version: 7.21 Updated: February 2017 SDI Batch Queue Processing 6