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Support Article

CPMPerformDefaultInternal CS OOTB Rule works incorrectly



Pega Customer Service 8.3 is installed on Pega Platform 8.3.1.

Customer Service (CS) 7.21 is upgraded to CS 8.3 and the CS out-of-the-box CPMPerformDefaultInternal Final activity is updated. The Property-set Step in which the CPMInInteraction is set according to the ajaxContainer's When condition in  the Pega 8 Platform, does not work correctly.

Error Messages

Not Applicable

Steps to Reproduce

  1. Launch an Interaction.
  2. Launch a Service Case.

Root Cause

According to Pega Customer Service (CS) 7.21 design,  the .CPMInInteraction property is set to True or False based on the Ternary operator with the value obtained from D_CPMPortalContenxt.pyID. 
According to Pega Customer Service (CS) 8.x design, the CPMInInteraction property is set if it is in the ajaxContainer. User requires the behavior of Pega Customer Service 7.21 as per the Implementation.


Perform the following local-change:

Set the CPMInInteraction property in the calling activity of CPMPerformDefaultInternal as per the Primary/pyWorkPage.CurrentInteractionID property value.

The D_CPMPortalContext.pyID property is replaced with the Primary/pyWorkPage.CurrentInteractionID property on Pega Customer Service (CS) 8.x.

Published April 18, 2020 - Updated December 2, 2021

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