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Data view errors in a case life cycle

Help users resolve data view errors that they might encounter while they run a case. For example, you can present users with error messages that quickly guide them to a resolution with minimal disruption to the case.

To understand your options for handling data view errors in common situations, review the following guidelines:

  • Consider whether the case can handle the error automatically. For example, if you configured a case with a Twitter gadget and the feed displays an error, the user can still proceed through the case without the Twitter feed data.

    Additionally, if you configured an alternative data source from which the case can retrieve data, the case can proceed without user intervention. For more information about adding alternative data sources, see Configuring multiple data sources for a data page.

  • Consider whether the user can resolve the error. In this situation, present an error message in the case that provides clear instructions on how to resolve the error.
  • If the case cannot handle the error automatically, or if the user cannot resolve the error and cannot proceed with the case, you can present a message that instructs the user to contact an administrator. Route the assignment to the FlowProblem flow so that a system administrator can review the problem.

Common data view errors include the following examples:

Invalid authentication
This error occurs if you make calls to an external system by using invalid credentials. Typically, in Pega Platform, an administrator configures client credentials authentication in the data view for all the users in the system. For example, if the credentials are expired, an administrator must update the credentials in the data view. In this scenario, you could configure the following error handling:
  1. Present the user with a message that states that they cannot access the system and to contact an administrator.

    You can also configure the case to automatically contact the administrator.

  2. Route the case to the FlowProblem flow so that an administrator can review the problem.

For more information, see Updating connections and field mappings for a data source.

Invalid authentication might also occur if you are using the following authentication types:
Token-based authentication
If your token expires, and your application has a token refresh mechanism, the user can refresh and try the action again. Otherwise, the administrator must manually regenerate the token.

For more information, see Enhanced refresh token strategy.

User-interactive authentication (such as OAuth 2 with the auth code flow)
Present the user with a message that states that the user must authenticate and provides authentication instructions. After the user authenticates, they can refresh and try again.

To handle this scenario, you can add an external web component and configure an authorization section to connect to an external application at run time. For more information, see Creating an External web component.

Permission denied
If the system successfully authenticates the user but they do not have permission to do a specific task, you can implement the following error handling options:
  • Present an error message that notifies the user that permission is denied, and an administrator must grant permission.
  • Implement an automatic error handling approach, for example, assign the task to the user's manager for review.
Invalid inputs
This error occurs if the user provides an invalid input that the service to which the data view is connected cannot accept. For example, if a user submits a credit card application without completing the required CVV field, they must enter the CVV and submit the form again. In this scenario, you can present an error message that clearly states why the input is invalid and what the user needs to do to resolve the error.
The system is unavailable
The way you handle this error depends on the data that the user needs to run the case. For example, if a Twitter feed cannot update, an error message that states that the feed is temporarily unavailable is likely sufficient.

However, if the system that the data view calls to retrieve the customer's current account information is unavailable, the case cannot proceed. In this example, an administrator must review the error.

The system can also be unavailable if an HTTPS certificate is expired. An administrator must resolve this error.

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