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Capturing Workforce Intelligence portal errors

When you use the Pega Workforce Intelligence™ portal, you might receive errors about such issues as a page that does not load correctly or an application that keeps logging out. To resolve such problems, capture the error information and relay that data to Pega Workforce Intelligence support so that they can help you.

Before you begin

Familiarize yourself with a screen capture tool, so that you can take a screenshot of the error messages that appear on the web developer console.

When you receive an error in Workforce Intelligence, stay on the webpage that displays the error.

  1. In your web browser, open the developer pane.
    1. For Google Chrome, click the Customize and control Google Chrome icon
      and then select More Tools > Developer Tools. The Developer Tools panel contains the URL of the Workforce Intelligence portal.
    2. For Mozilla Firefox, click the Open menu icon
      and then select Web Developer > Web Console.
    3. For Microsoft Internet Explorer, click the Tools icon
      and then select F12 Developer Tools.
  2. In the developer pane, click the Console tab.
  3. In the console, check for error messages.
  4. If you see any errors, take a screenshot that captures all the error information.
  5. Log in to My Support Portal
  6. On the My Support Portal home page, click New Request > For An Issue I'm Having.
  7. On the Create tab, enter the conditions in which the issue occurred:
    1. In the What type of issue is being experienced field, select Application behavior incorrect
    2. In the Short description field, enter a brief description of the issue. 
    3. In the How severe is the issue field, select Sev 3: Product not working as desired
    4. In the What is the impact to work field, select High: Major disruption to work
    5. In the Describe the issue field, enter a detailed description of the issue. 
    6. In the What are the steps to reproduce the issue field, list the steps that you took to create the issue. 
    7. In the Is this issue consistently reproducible field, select Yes.
  8. Click Continue.
  9. On the Details tab, enter the requested information:
    1. In the When was the issue first observed field, select Recently.  
    2. In the Describe recently implemented changes field, describe the latest updates to your configuration.
    3. In the Is the issue specific to an individual user field, specify whether the error concerns only you or other users.
    4. In the Has the environment been upgraded in the past 30 days field, specify whether you have upgraded your implementation in the last month..
    5. In the Describe any attempted solutions field, enter any steps that you took to resolve the issue. 
    6. In the Error messages received field, enter the content of any error messages that you observed. 
  10. Click Continue.
  11. On the Environment tab, specify your system configuration:
    1. In the Application field, enter Workforce Intelligence.
    2. In the Deployment field, select Pega Cloud.
    3. In the Environment field, enter Other.
    4. In the Other URL field, enter the URL of your Workforce Intelligence instance (for example, https://xxxx.wfi.pega.com).

    5. In the Environment type field, select Production.
    6. In the Product field, enter Workforce Intelligence
    7. In the Product version field, select Current.
    8. In the Platform field, select your operating system. 
  12. At the bottom of the Environment tab, click Upload, and then attach a screenshot of the portal or the error.
An attachment is required. You cannot continue to the next step without first uploading an attachment. 
  1. Optional: To add another attachment, click Add Attachments.
  2. After adding all attachments, click Continue.
  3. On the Communication preferences tab, review the contact information and make any necessary changes or additions.
  4. Click Finish.
The Workforce Intelligence Support Team might contact you if they need additional information.

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