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Customer Service Interaction flow embedded in Pega Web Mashup not supported

Symptoms

The Pega Customer Service application is primarily designed for use in its provided portals, such as the Interaction portal. The Interaction portal has the required framework in place to allow the running of one or more interactions with service processes. When the Interaction flow is embedded in a Pega Web Mashup, it will not work in the same way that it does in the Interaction portal. Listing all potential issues is not feasible here, but many actions that require the presence of the desktop framework will fail.

Pega Customer Service cases (like address change, dispute transaction, report a lost card, and so on) are designed to be exposed within Pega Web Mashup. They can function independently of the portal and do not require desktop services.

Explanation

Pega Customer Service does not support the processing of an Interaction flow embedded in a Pega Web Mashup.

The Interaction portal includes the full Pega Desktop and Document management infrastructure, which is not included when using the CreateWork action in Pega Web Mashup. There are a number of rules (Harnesses, Sections, and others) that are circumstanced for the Interaction portal; these rules will not be included in the mashup.

Solution

This is an unsupported configuration. Interaction case type must not be invoked directly in Pega Web Mashup.

For more information, see the Pega 8.5 Pega Customer Service Product Overview, Interaction Management, Contextual, digital self-service for Web and Mobile Mashup (Page 7).

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