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Support Article

GetMostUrgent button is unable to open service request



User updated from Pega 7.2.1 with Customer Service (CS) 7.21 to Pega 7.4 with CS 7.4.

The GetMostUrgent button is unable to open a service request from another application which the operator has access to.

The operator has access to applications to Canada and USA and points to USA access group by default. If the service request from the Canada application context is available in the list, the GetMostUrgent functionality fails to open the work item by switching the application context from USA to Canada.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Create a Tenant user
  2. Set up two applications under that Tenant, Canada (CanadaAG) and USA (USAAg)
  3. Associate both the access groups to the operator
  4. Log in with CanadaAG as the default and create a couple of work items
  5. Log in with USAAg as the default and click the GetMostUrgent button in the portal. The screen displays 'Operation completed successfully but returned no content'

Root Cause

A defect in Pegasystems’ code or rules. The GetNextWork activity in the DecisionManager ruleset was not in sync with the same in the ProcessEngine ruleset.


Apply HFix-53596.

Suggest Edit

Published September 13, 2019 - Updated December 2, 2021

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