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Support Article

Clipboard and customer search do not work when CTI is enabled



Unable to use the clipboard and the Customer Search when the Genesys SDK Log Trace Level is On.

Error Messages

java.lang.Object; incompatible with java.lang.String.

Error including section 'HarnessFailTop' on page 'ClipboardPages' of class 'Pega-Clipboard'.

Steps to Reproduce

  1. Edit Genesys Computer Telephony Integration (CTI) link
  2. Navigate to the Advanced tab on the landing page
  3. Set log level to Debug for the Genesys SDK Log
  4. Save and re-start the CTI link
  5. Open the clipboard page

Root Cause

A defect in Pegasystems’ code or rules.

The issue occurred since the Genesys SDK Log Level was set to either Debug, Trace, or ALL. The log appender at the code level failed when the Genesys SDK logger was used.


Apply HFix-36726

Published October 9, 2017 - Updated October 8, 2020

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