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Support Article

FCM config- Remote case creation using file service not working

SA-808

Summary



Regarding FCM configuration, we need to create both master (Int. case) and remote cases using file service.

We have completed the file service to create both master (Int. case) and remote (TBM case) cases, which is working as expected when we ran the file service from developer portal (in developer context).

But if we use file listener to execute/run the file service, it is creating only master case (Interaction case) and it is not creating remote (TBM case) case.


Error Messages



2014-07-16 10:45:14,482 [ FILE-Thread-55] [ STANDARD] [ ] ( internal.access.DatabaseImpl) ERROR File.TBMFileListener|process|A551A8F1500765166513DCA5AC6A52704|1405503913844000|TBMFileDefault/Services/CreateTBMCaseFromFile - A commit cannot be performed because a deferred save of an instance of class ClassName-FW-CSFW-PegaCPMFS-Work-Interaction-Call failed


2014-07-16 10:45:14,482 [ FILE-Thread-55] [ STANDARD] [ ] ( internal.access.DatabaseImpl) ERROR File.TBMFileListener|process|A551A8F1500765166513DCA5AC6A52704|1405503913844000|TBMFileDefault/Services/CreateTBMCaseFromFile - The deferred save failed with the following exception
com.pega.pegarules.pub.database.BadInputException: Trying to save an invalid page: Flow OverallSLA had an error in step SLAProcessing:
Unhandled exception executing JSP: Wrong class for ParameterPage: com.pega.pegarules.data.internal.clipboard.ClipboardPageImpl
Trying to save an invalid page: page is not valid
From: (A551A8F1500765166513DCA5AC6A52704:TBMFileDefault)
etc….


Root Cause



The pzFCMRCanPublish when rule tries to see the entries in Application page.
When case creation is performed via the File service, the Application page is null, hence the When is returning false. 
If the Application page is null, we repopulate it using entries in pxThread


Resolution



HFix-9851 has been provided to address the FCM remote case creating issue. The fix contains an updated version of RULE-OBJ-ACTIVITY WORK- PYFCMRSAVE that will correct the remote case creation behaviour through File Listener.
 
To install the update use the standard Import Utility to upload the pxHFix-9851FCM.jar. 
Suggest Edit

Published June 12, 2015 - Updated October 8, 2020

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