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Troubleshooting Pega 1:1 Operations Manager

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Use the following troubleshooting tips to help solve issues related to Pega 1:1 Operations Manager.

Issue: The Items I follow widget remains empty even after creating a change request

To display your change requests in the Items I follow widget on the Home page, you must click the Follow icon after you create the change request. If you selected the Follow option, but the request still does not show in the widget, make sure that the work pool for your access group is set to PegaMKT-Work-Ops.

  1. In Dev Studio, find and open the access group for your operator. For more information, see Viewing access groups and operators.
  2. On the Advanced tab, verify that the work pool for the access group is set to PegaMKT-Work-Ops.

Issue: The New Change request option is not available

If the New Change request option does not show in the main navigation panel, ensure that the overlay application is correctly configured.

  1. In Dev Studio, click on the name of your Pega 1:1 Operations Manager overlay application, and then click Definition.
  2. In the Presentation section, verify that the selected skin is CosmosSkin.
  3. On the Case & data tab, verify that the following case types are available and enabled:
    ChangeRequest OpsCR- PegaMKT-Work-Ops-ChangeRequest
    CreateAction OpsCA- PegaMKT-Work-Ops-CreateOffer
    UpdateAction OpsUA- PegaMKT-Work-Ops-UpdateOffer

Issue: Engagement policy details were not saved

If you enter engagement policy conditions, and then click Next without confirming the selection, the details that you enter may be lost. To confirm the selection, do the following steps:

  1. In the engagement policy details, enter the required condition.
  2. Click Use to confirm the selection after each required condition, as in the following figure:

Issue: Issues and groups are not loading when creating a new change request

If you do not see any issues or groups when trying to create a new change request, check the following settings:

  • Verify that the Pega 1:1 Operations Manager overlay application exists. For more information, see Creating and configuring the overlay application for.
  • Verify that your access group can access the Pega 1:1 Operations Manager overlay application. For more information, see Creating users in.
  • Check the Next-Best-Action Designer configuration for your Pega Customer Decision Hub implementation application to make sure that issues and groups have been configured on the Taxonomy tab. For more information, see Next-Best-Action Designer taxonomy.
  • Verify that the built-on Pega Customer Decision Hub application has at least one issue and one group in the Proposition Management hierarchy. For more information, see Verifying implementation.
  • Verify that the pxDecisioningClass SR Class is configured in the same rule set in both the overlay application and the Pega Customer Decision Hub application. For more information, see Verifying implementation.

Issue: Users cannot see their tasks in My Worklist and other work queues

If a case or assignment was created by an operator who had an incorrectly defined work group or team, or who is part of a team that does not have correctly defined work queues, the case or assignment may not be visible in the My Worklist queue and in other work queues. If you are unable to see assignments in your worklist, do the following steps:

  1. In Dev Studio, click Configure Org & Security Organization Operators .
  2. Find and open the operator whose assignments do not show in the My Worklist queue.
  3. On the Work tab, check the team that is selected in the Team field.
  4. Log in to Pega 1:1 Operations Manager as a user with the <your implementation application>:TeamLead access group.
  5. In the left navigation pane, click My Teams.
  6. Ensure that the appropriate work queues have been added to each team. For more information, see Configuring a team in Pega 1:1 Operations Manager.
  7. For existing cases that were created under the wrong work group, either withdraw and recreate them, or manage them without using the My worklist widget, by opening the cases directly from the Change Request landing page.

Issue: An NBA Specialist cannot see any tasks associated with a change request

The tasks might have already been completed by another user in the user with the <your implementation application>:NBASpecialist access group. To refresh the page, click Actions Refresh .

Issue: After all change requests tasks are completed, the change request status changes to Pending-Merge instead of Resolved-Completed

An operator in the <your Pega 1:1 Customer Decision Hub overlay application>:RevisionManager access group has opened the revision associated with the change request. This locks the revision and causes the change request status to remain as Pending-Merge while the revision is locked.

Issue: After all change requests tasks are completed, the change request status changes to Pending-Failed

One or more of the tasks associated with the change request has an error that caused the build to fail. To resolve it, send the change request back to an NBA Specialist.

  1. Log in to Pega 1:1 Operations Manager as a user with the <your implementation application>:TeamLead access group.
  2. Open the change request that is in Pending-Failed status.
  3. Open the Resolve build failure task.
  4. To see the reason for the build failure, click Show more.
  5. To return the change request to an NBA Specialist for a fix, click Return to build and fix.

Issue: Cannot save criteria to a When condition in the library during the Create Engagement Policy task in the Build stage

This issue may happen if a When condition with the same name already exists in the application. Verify that you use a unique name for the When condition before you save the condition to the library.

Issue: Bundle details are not visible in a change request after enabling the Bundle setting on the Settings page

This issue may happen for change requests that were created before the Bundle setting was first enabled. Bundle details are only visible for change requests that were created after you enabled the setting.

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