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Support Article

Closing an interaction case does not switch to previous case



The application is on Customer Relationship Management (CRM) 7.31 on Pega 7.31. Customer Process Manager (CPM) supports Chat Interactions.
Multiple chat interactions are run simultaneously and switched between chats often. On clicking the Close (X) icon of an Interaction case, the case does not switch to the previous Interaction case. The work area switches to the Service case, however, Interaction case tab is not switched.

Error Messages

Not Applicable

Steps to Reproduce

  1. Launch the Interaction portal.
  2. Create two interactions cases, Interaction 1 and Interaction 2.
  3. Launch multiple Service cases for each interaction.
  4. Close Interaction 1 by clicking the Close (X) icon on the tab.

Root Cause

A defect in Pegasystems’ code or rules.


Apply HFix-43219.

Suggest Edit

Published July 23, 2018 - Updated October 8, 2020

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