Support Article

Alerts behaving incorrectly when all work groups are selected



When creating an alert, if all work groups are selected, previous alerts disappear and only the most recent alert or no alerts show up on the dashboard.

Also, when selecting the checkbox next to ‘All WorkGroups’ to select all of the work groups in the list, not all of the items are selected.

When a user scrolls to the bottom of the list, the user sees some of the groups are not selected. This occurs when
HFix-26653 has been installed so the alert section uses a repeat grid to display the work groups.

Error Messages

Not applicable

Steps to Reproduce

Select all work groups when creating an alert.

Root Cause

A defect in Pegasystems’ code or rules. 

The LoadMessageAndAlerts section calls the GetCPMAlerts report definition to load the alerts.

​The LoadMessageAndAlerts section has pagination set to 10 so only 10 rows are returned by the report and evaluated. If the first 10 rows returned are not for the user's workgroup, then no alerts are displayed. 


Apply the following local change for the alert display issue:

  1. Create a custom version of the GetCPMAlerts report by saving it into your ruleset with a new name.
  2. On the Query tab of the report rule, add an additional filter where WG.WorkGroup equal to OperatorID.pyWorkGroup.
Apply HFix-30060 to address the issue with checkbox selection when creating alerts.

Also see the following Support Article regarding HFix-28267, which addresses an issue with the refreshing of alerts on the portal:


Published October 26, 2016 - Updated November 8, 2016

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