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Support Article

CAParentID replacing for a Service cases



User created interaction I-1 and service request SR-1 so the CAParentID for SR-1 is I-1. User created another interaction I-2 for the same contact. Now launch SR-1 from I-2. The CAParentID for SR-1 is replacing with I-2.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Launch the Demo call Pop for CONNOR.
  2. Launch Modify Account links from the same interaction.
  3. Note the SR ID and CAParentID.
  4. Close the Interaction.
  5. Launch another demo call Pop for CONNOR.
  6. Go to Open Service cases section.
  7. Search for the SR you created in your previous interaction.
  8. Open the SR.
  9. Go to the clipboard and look for CAParentID.
  10. Observe the CAPArentID is not same as previous one, it is replaced with the current interaction id.

Root Cause

This is an expected behavior. Whenever any S- is created or opened (from open service cases) from an interaction context, PegaCS updates CAParentID property to the current interaction id. This updated CAParentID is for internal use only.


Here’s the explanation for the reported behavior:

User can refer to pyWorkPage.InteractionHistory(1) page to get the details of interaction where it was created.

Published May 21, 2016 - Updated December 2, 2021

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