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Support Article

Intent tasks list is not displayed for phone call search



After upgrade to Customer Service for Financial Services 7.2.2, Intent tasks are not displayed in the overlay after click of the "Add Task" button in the Interaction Portal.

Error Messages

Failed to find a 'RULE-OBJ-WHEN' with the name 'ISCOLLECTIONSACCOUNT' that applies to 'Interaction Class'. There were 2 rules with this name in the rulebase, but none matched this request. The 2 rules named 'ISCOLLECTIONSACCOUNT' defined in the rulebase are:
1 related to applies-to class '
Interaction Class', but were defined in rulesets which are seemingly inaccessible to you (check rulesetlist): 'PegaCPMFS:07-14-01'.
1 inaccessible because their availability was 'Withdrawn'.

Steps to Reproduce

  1. Launch the interaction portal.
  2. Click on New>Phone Call.
  3. Do a card search.
  4. Verify the customer, after verification composite screen is displayed.
  5. Click the "Add Task" button.

Root Cause

An issue in the custom application code or rules. The custom Interaction driver in use referenced a withdrawn when rule preventing population of the overlay during the associated data page load.


Perform the following local-change:

Make the when rule referenced in the interaction driver available.

Published March 16, 2017 - Updated December 2, 2021

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