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Support Article

Multiple errors occur on creating cases using an Email Listener

SA-90361

Summary



Multiple errors occur when creating cases using an Email Listener.


Error Messages

  1. Role Interested is not defined to the class ORG-DM-CE-CSM-Work-Interaction-Call
  2. Error from DefineEventDataFlow: com.pega.dsm.dnode.api.ExceptionWithInputRecord: Could not save record: The parameter pxEventId is empty
  3. Error from pzGetContextDetails: Unable to open an instance using the given inputs: pxObjClass = "Data-Admin-Operator-ID", pyUserIdentifier = "ORG-DM-CE-CSM-WORK-INTERACTION"


Steps to Reproduce



Create an Email Listener to create cases.


Root Cause



An issue in the Pega and custom application code or rules.
  1. Role Interested is  not defined to the class TCP-DM-CE-CSM-Work-Interaction-Call

    The pzAddIncomingEmailParty activity attempted to add the contact as an Interested party. However, this role was not in the Work Party rule.
     
  2. Error from DefineEventDataFlow: com.pega.dsm.dnode.api.ExceptionWithInputRecord: Could not save record: The parameter pxEventId is empty

    This error occurred because the EventID was passed as Null. The primary page was SpunoffWork. However, the work object had not been committed yet. Hence, there was no pzInsKey at this point.
     
  3. Error from pzGetContextDetails: Unable to open an instance using the given inputs: pxObjClass = "Data-Admin-Operator-ID", pyUserIdentifier = "ORG-DM-CE-CSM-WORK-INTERACTION"

    The error originated from Step 4 of pzGetContextDetails. The Param.Context was set to ORG-DM-CE-CSM-WORK-INTERACTION instead of an Operator ID.

Resolution



Perform the following local-changes:
  • For the error, 'Role Interested is not defined to the class TCP-DM-CE-CSM-Work-Interaction-Call':

    Save the Work Party rule in the application ruleset and add the Interested party role.
     
  • For the below error, 'Error from DefineEventDataFlow: com.pega.dsm.dnode.api.ExceptionWithInputRecord: Could not save record: The parameter pxEventId is empty':

    Update to Customer Service 8.3. The EventDetails Data Transform can be saved in the application ruleset and updated to include the changes to set the EventID.
  • For the error, 'Error from pzGetContextDetails: Unable to open an instance using the given inputs: pxObjClass = "Data-Admin-Operator-ID", pyUserIdentifier = "ORG-DM-CE-CSM-WORK-INTERACTION"':

    The CreateWorkFromMail activity used is in a custom application ruleset. Test with the out-of-the-box CreateWorkFromMail activity and update the custom version as required.
Suggest Edit

Published March 28, 2020 - Updated December 2, 2021

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