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Support Article

Canceled Service case tab is seen on HA



Pega Customer Service 7.4 is installed on Pega Platform 7.4.
On opening a service case from the Recent cases and canceling the case, the tab displays after a browser crash when High Availability (HA) is enabled.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in to the Interaction portal.
  2. Open a service case from the Recent Cases. The case is opened in the Review mode.
  3. Click Assignment.
  4. Cancel the case from Other actions. The tab closes.
  5. Close the browser without logging out.
  6. Open a new browser.
  7. Log in to the application. View the screen.

Root Cause

A defect in Pegasystems’ code  or rules.
D_CPMPortalRecents page snapshot was not taken when the service case was canceled.


Apply HFix-59869.

Published April 1, 2020 - Updated December 2, 2021

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