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Support Article

Cases stop when using the Wait shape in the flow

SA-84463

Summary



Pega Smart Dispute application cases stop (in Production) when using the Wait shape in the flow. The ServiceLevelAgent agent is unable to to push the case forward.


Error Messages



Broken queue item errors:

1. Failed to find a 'RULE-OBJ-MODEL' with the name 'BIN453600' that applies to 'PegaCard-Party-Bank'. There were 1 rules with this name in the rulebase, but none matched this request. The 1 rules named 'BIN453600' defined in the rulebase are:1 related to applies-to class 'PegaCard-Party-Bank', but were defined on subclasses: 'BNS-FW-SSDFW-Party-Bank'.

2. Cannot open or save instances of class PegaCard-Sd-Dispute-Visa-International---the class might be abstract, or it might have no defined keys, or it might descend from Code-.



Steps to Reproduce

  1. Create a case.
  2. Proceed to the Wait step in the flow.
  3. Wait for the ServiceLevelAgent to advance the case.


Root Cause



A defect in Pegasystems’ code or rules.
A data transform is present that executes and updates the IssuerDetails page. However, there is a failure on this page as it was not created with the correct class.



Resolution



Perform the following local-change:

Modify the data transform to create the page with the proper class.
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Published October 8, 2020

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