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Support Article

Attachment in an interaction case is not copied to service case

SA-58736

Summary



An attachment in an interaction case is not copied to service case created through manual Triage process.


Error Messages



Not Applicable.


Steps to Reproduce

  1. Create an Interaction Case which progressed to the Triage stage
  2. Create a service case
  3. Attach an attachment (Data-Corr-Email type) to the interaction case
  4. Run the case


Root Cause



A defect in Pegasystems’ code or rules. The Corr attachments do not have values for pyMemo or pyNote.

Resolution

  1. Apply HFix-44378
  2. Truncate cache tables in the database


 
Suggest Edit

Published July 23, 2018 - Updated October 8, 2020

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