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Support Article
Apr 5, 2019

Summary A a visibility condition of Param.TaskStatus !="< ActionName >" is configured on the  pyCaseActionArea . In the perform harness, the action section does not display for a particular Action Name. Error occurs on clicking another flow action from the menu. This occurs after…

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…

Support Article
Mar 25, 2019

Summary A Pega Customer Service (CS) 7.2.2 is upgraded to Pega CS 8.1. In the pre-upgraded application, the CPMStartRecentContextSwitch activity is used. However, this activity is withdrawn in Pega CS 8.1. The requirement is for an alternative for the  CPMStartRecentContextSwitch activity. Error…

Support Article
Mar 21, 2019

Summary The Interaction portal content is compressed into a narrow area on the left side of the screen. This occurs post upgrade to Pega Customer Service 8.1. Error Messages   Not Applicable Steps to Reproduce   Launch the Web Interface Launch the Interaction portal Root Cause An issue in the…

Support Article
Feb 26, 2019

Summary Adding a reference to the Intent-When rule on the Criteria tab fails while creating a new Intent Task. Validation searches for the AssociatedClass field which is removed from the Pega Customer Service 7.4 release. Error Messages   This record has 1 error(s) in 1 place(s) . Intent— Intent…

Support Article
Jan 31, 2019

Summary Post Pega 8.1 upgrade, changes made to the Tab layout format in the skin do not apply correctly. This issue is intermittent. Error Messages Not Applicable Steps to Reproduce Navigate to the application skin. Open the Tab format in the Layout group. Change the thickness or color for the Tabs…

Support Article
Jan 18, 2019

Summary   Search results do not populate on clicking a tag that displays while viewing the content in the Knowledge Management (KM) section. This occurs while using Pega Customer Service 8.1. Error Messages   Not Applicable Steps to Reproduce Log in to the Interaction portal Click the KM Help…

Support Article
Jan 11, 2019

Summary Error generated in the log when restarting a  JBoss EAP 7.1 application server. Error Messages SEVERE [ com.pega.pegarules.internal.bootstrap.PRBootstrap ] ( localhost ) Problem during method invocation ( contextInitialized ): java.lang.ExceptionInInitializerError     at com.pega.platform.…

Article
Jan 9, 2019

The increase in interactions through chat and other messaging channels requires customer service representatives (CSRs) to communicate with multiple customers simultaneously. Because the client-server communication is single-threaded, it prevents the CSR from working on multiple interactions…

Article
Jan 9, 2019

Service case recents are the open service cases within an interaction or a set of queued cases. The service case recents are displayed in the driver area under the Add Task menu. In versions prior to Pega Customer Service 8.1, the open and queued cases were built by extending the Pega Platform…