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Support Article

Failure to create Email Triage Case

SA-91135

Summary



When processing an inbound email, the email triage case is not created.


Error Messages



[PegaRULES-Batch-3] [STANDARD] [ ] [CPSX:02.01.01] (internal.mgmt.Executable) ERROR   - Exception

java.lang.NullPointerException

              at com.pegarules.generated.activity.ra_action_pxaddtriagehistorybychannel_52d5705b9b5cb3f149205a1ac4924850.step7_circum0(ra_action_pxaddtriagehistorybychannel_52d5705b9b5cb3f149205a1ac4924850.java:341) ~[?:?]

              at com.pegarules.generated.activity.ra_action_pxaddtriagehistorybychannel_52d5705b9b5cb3f149205a1ac4924850.perform(ra_action_pxaddtriagehistorybychannel_52d5705b9b5cb3f149205a1ac4924850.java:121) ~[?:?]

              at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3421) ~[prprivate.jar:?]

              at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10794) ~[prprivate.jar:?]

              at com.pegarules.generated.activity.ra_action_pxaddtriagehistory_22f4025aac69dc645a650e6f3ad41bb6.step3_circum0(ra_action_pxaddtriagehistory_22f4025aac69dc645a650e6f3ad41bb6.java:318) ~[?:?]

              at com.pegarules.generated.activity.ra_action_pxaddtriagehistory_22f4025aac69dc645a650e6f3ad41bb6.perform(ra_action_pxaddtriagehistory_22f4025aac69dc645a650e6f3ad41bb6.java:107) ~[?:?]

              at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3421) ~[prprivate.jar:?]

              at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10794) ~[prprivate.jar:?]

              at com.pegarules.generated.activity.ra_action_pxprocessinteractioncase_7a700b9c44fe3d999b37befde178f555.step14_circum0(ra_action_pxprocessinteractioncase_7a700b9c44fe3d999b37befde178f555.java:1065) ~[?:?]

              at com.pegarules.generated.activity.ra_action_pxprocessinteractioncase_7a700b9c44fe3d999b37befde178f555.perform(ra_action_pxprocessinteractioncase_7a700b9c44fe3d999b37befde178f555.java:309) ~[?:?]

              at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3421) ~[prprivate.jar:?]

              at com.pegarules.generated.flow.ra_action_pxprocess_c57e27932f438220daec5d294f31ad32.RunTaskActivity(ra_action_pxprocess_c57e27932f438220daec5d294f31ad32.java:1914) ~[?:?]

              at com.pegarules.generated.flow.ra_action_pxprocess_c57e27932f438220daec5d294f31ad32.Task_Utility1_circum0(ra_action_pxprocess_c57e27932f438220daec5d294f31ad32.java:1026) ~[?:?]

              at com.pegarules.generated.flow.ra_action_pxprocess_c57e27932f438220daec5d294f31ad32.perform(ra_action_pxprocess_c57e27932f438220daec5d294f31ad32.java:605) ~[?:?]

              at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3421) ~[prprivate.jar:?]

              at com.pegarules.generated.StartFlow_071017_4494908995295305210.StartFlow07_10_17(StartFlow_071017_4494908995295305210.java:165) ~[?:?]

              at com.pegarules.generated.StartFlow_071017_4494908995295305210.invoke(StartFlow_071017_4494908995295305210.java:74) ~[?:?]


Steps to Reproduce



Process the emails which the email listener receives.


Root Cause



A defect in Pegasystems’ code or rules.
In the pxAddTriageHistoryByChannel activity, there is no check to determine if the InteractionRunAttachments page exists before a method is invoked on the page.


Resolution



Apply HFix-57308.

Published October 22, 2019 - Updated December 2, 2021

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