Support Article
Error on opening service cases in isolation
SA-81249
Summary
Error occurs when service cases are opened in isolation and closed using the 'X' icon on the tab.
Error Messages
Error in log:
Error while opening theXX-XXXXXXWork Object from Databasecom.pega.pegarules.pub.clipboard.InvalidParameterException: cannot be null. page: D_Interaction.
Details: Invalid value for aSource passed to com.pega.pegarules.data.internal.clipboard.ClipboardPageImpl.putAll(Map, byte)
Error in Tracer:
Step Status: FAIL
Step Status Info: cannot be null. page: D_Interaction. Details: Invalid value for aSource passed to com.pega.pegarules.data.internal.clipboard.ClipboardPageImpl.putAll(Map, byte)
Steps to Reproduce
- Open a non-interaction case.
- Close the case.
Root Cause
A defect in Pegasystems’ code or rules.
Resolution
Apply the following Pega Customer Service 7.31 hotfixes provided: - HFix-52617 (specific to the error when closing a Service Case - Invalid value for aSource passed) and includes the Cumulative hotfix package dependencies:
- HFix-39479 (known issues to be delivered as a hotfix)
- HFix-39775 (Cumulative hotfix for Customer Relationship Management (CRM) 7.31)
Below are the recommended hotfixes:
- HFix-45832 (Required parameters: InteractionId. cannot be blank)- HFix-44462 (InvalidParameterException: Error while opening work object)
- HFix-52763 (Error closing a Service Case - Invalid value for aSource passed)
- HFix-53167 (Error closing a Service Case - Invalid value for aSource passed)
Tags:
Published September 6, 2019 - Updated December 2, 2021
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