Support Article

I-case is not displayed along with S-case in CPM search




User has upgraded from PRPC 6.x to Pega 7.2 and also Customer Process Manager (CPM) to 7.1.4.

Previously in PRPC 6.x, when a S-case is searched the corresponding I-case is also listed down.

When searched in Pega 7.x only S-case is displayed.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Create S-case inside a I-case.
  2.  In the CPM portal header, search for S-Case with S-case id.
  3.  Only S-case will be displayed.

Root Cause

It is an expected behavior.


Perform the following Local change:

In Pega 7.x if user searches with "S-123", one could observe that the related Interaction is also populated.

Changing the search text, that is, param.searchText to "S-123" in the activity 'CPMSearchResultWork' before calling the 'pzSearchResultWork' in step 4,  the user issue is addressed.

Screenshot for reference.



Published July 25, 2016 - Updated August 3, 2016

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