Support Article
Closing an interaction case does not switch to previous case
SA-56305
Summary
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
- Launch the Interaction portal.
- Create two interactions cases, Interaction 1 and Interaction 2.
- Launch multiple Service cases for each interaction.
- Close Interaction 1 by clicking the Close (X) icon on the tab.
Root Cause
A defect in Pegasystems’ code or rules.
Resolution
Apply HFix-43219.
Published July 23, 2018 - Updated October 8, 2020
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