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Support Article

Case Type does not display on the Next-Best-Action section



Case Type does not display on the Next-Best-Action section on the Interaction portal. This occurs though the Case Type is set to Show Always using an Intent When condition.


Error Messages

Not Applicable


Steps to Reproduce

  1. Create a Case Type 
  2. Open the Settings Tab
  3. Select the Service Request Options
  4. Select an Intent When condition which is always True from the Suggested Service Requested When
  5. Select Suggested() from Action
  6. Create an interaction from the portal. The Case Type does not display on the Next Best Action section


Root Cause

Direct display of Case Types on the Next-Best-Action section on the Interaction portal is not supported. An Intent Task must be created for the Case Type which can be displayed.



Perform the following local-change:

  1. Create an Intent Task (instance of Rule-PegaCA-Intent-Task) for the Case Type and on the Criteria tab
  2. Select the Intent When as per what the task must display on the Next-Best-Action

To display the Intent Task created on Pega 8.4,

  1. Launch the App Studio
  2. Navigate to Settings
  3. Select General
  4. Click Suggested Actions
  5. Select the Enable Deterministic Actions (Intent When) option





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Published December 2, 2021

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