Support Article

IntentTasks are not visible in the interaction driver screen

SA-36480

Summary



When user tries to open the SO Details screen for the resolved case, system displays an pop up message and upon clicking the OK button the next S-Case is getting vanished or corrupted.


Error Messages



Not Applicable


Steps to Reproduce



1. Login to the system and launch the interaction portal.
2. Start the new interaction and launch any intent task Ex:AddressChange
3. Launch the same intent again and cancel that intent either by clicking on the cross mark or doing CancelWork.
4. Then try to go to the Intent which has already resolved.
5. A pop up will come and then click Ok.


Root Cause



A defect in Pegasystems’ code or rules.

In Step 7 of activity CPMLoadIntentTask, if the intents of same type is in progress it is not adding/restricting entry to the D_Interaction_Intents.

And on close of the intent task system is not able to find it to display in the Interaction Driver.

Resolution



Perform the following local-change:

Comment out Step-7 in "CPMLoadIntentTask" activity, which resolves the issue.

Published April 13, 2017 - Updated May 2, 2017

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