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Support Article

Activity call ShowDesktop not behaving same as PRPC 6



An OutOfTheBox activity call ShowDesktop does not behave as expected.

In Pega 6, user used an URL to created a case and the interaction driver.
In Pega 7, the similar URL did not do the same. It just landed on default portal first tab of the worklist.

Error Messages

1. None

Steps to Reproduce

1. Click a link passing parameter or put the url in Browser

Root Cause

User's section CallOpenAssignment has the HTML code (below) which is to call phoneInteraction function. "pega.cpm.menuActions.phoneInteraction("HN-FW-CommercialFW-Work-Interaction-Research","&customerType=Member&CallValue="+AssignmentHandle);"

The above line (phoneInteraction function) in that HTML code is no longer working in CPM v7.1.4. It worked in CPM 6 based on customer type.

This method of starting a phone interaction used to work in the old CSR portal. The new Interaction portal uses the platform APIs to start the interaction. The API that this function invokes does not work in the Interaction portal and should not be used to start an interaction.


The "CreateNewWork" API should be used instead of 'phoneInteraction'.

pega.desktop.createNewWork("HN-FW-CommercialFW-Work-Interaction-Research", "", "CPMInteraction", "&customerType=Member", "", "", "", "");

Published June 20, 2017 - Updated December 2, 2021

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