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Article

Apr 1, 2019

Before upgrading any Pega Customer Relationship Management applications, you must review important information about product changes for each release. Some product changes require user action before upgrading to ensure a successful upgrade. This article summarizes the important information related…

Article

Mar 22, 2019

Pega Customer Service for Healthcare can be used in different types of healthcare contact centers. As part of installation, you can optionally install the sample application that includes operators and access groups. You use them to access the sample application and review the application's…

Article

Mar 22, 2019

In the context of a customer service application, case types define the work that your customer is asking you to perform. The Pega® Customer Service for Healthcare application components that you install determine which case types are available for your use. Cases that you can modify in App Studio…

Support Article

Oct 21, 2016

Summary When trying to wrap up an Interaction, a Status Good message is displayed instead of the wrap up section. The issue occurs when trying to wrap up an Interaction after attaching a note or file to a different Interaction. Error Messages Status Good The Operation completed successfully, but…

Support Article

May 27, 2016

Summary User finds DatabaseException errors in the log file. Error Messages Error in RDB-List com.pega.pegarules.pub.database.DatabaseException: There was a problem getting a list: code: 942 SQLState: 42000 Message: ORA-00942: table or view does not exist SQL: select a.CONTACTID as "ContactId…

Support Article

May 18, 2016

Summary A knowledge content rule and its corresponding association rule are created. The Association tab of knowledge content rule still shows empty records. Error Messages Not Applicable Steps to Reproduce 1. Create knowledge content rule. 2. Create Association rule. Root Cause Associations tab is…

Support Article

Dec 30, 2015

Summary End users were getting "Client Not in Service" error message when trying to login to their telephone system using the CTI Soft Phone dialog window. Error Messages "Client not in service" error message Steps to Reproduce Log into Pega Soft Phone by entering ACD Login and…

Support Article

Nov 25, 2015

Summary When resolving a child item launched from an intent, task errors are displayed. Error Messages An unexpected error has occurred Instance of class Queue not found: SYSTEM-QUEUE-SERVICELEVEL.SYSTEM-QUEUE-SERVICELEVEL 123456789105000A1A44A1234A5AA678910CC12A345678 Steps to Reproduce Launch an…

Support Article

Nov 13, 2014

Summary Incorrect results are returned when searching for work items.  In one example, not all of the related service items are displayed when searching for an Interaction. In another example, a service item was displayed that was not associated to the Interaction ID used in the search. Error…