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Support Article

MultipleRuleVersionException when multiple users modify article

SA-57393

Summary



MultipleRuleVersionException occurs when multiple users parallelly modify Knowledge Management articles. This occurs only for the first time, when CSFASuggestedAtricles are not created in the CFI application open ruleset.


Error Messages



[PegaWorkManager : 16] [STANDARD] [ ] [PegaCSISample:07.31] (Work_Interaction_Social.Action) INFO - CREATE CASE AGENT Started at April 20,2018 10:29:35 AM
2018-04-20 10:30:24,308 [ WebContainer : 10] [TABTHREAD1] [ ] [ntactCentre:02.38.01] (owAction.Code_Pega_List.Action) ERROR - Error in Obj-Open
com.pega.pegarules.pub.database.MultipleRuleVersionException: Rule resolution identified 2 versions of the rule with class Rule-Obj-Model and name  XYZ-OPS-CC-WORK-INTERACTION-CALL!CSFASUGGESTEDARTICLES
at com.pega.pegarules.data.internal.access.RuleResolver.filterAllCachedCandidates(RuleResolver.java:2043) ~[prprivate.jar:?]
at com.pega.pegarules.data.internal.access.RuleResolver.filterCachedCandidates(RuleResolver.java:1979) ~[prprivate.jar:?]
at com.pega.pegarules.data.internal.access.RuleResolver.resolveRuleToCandidate(RuleResolver.java:803) ~[prprivate.jar:?]
at com.pega.pegarules.data.internal.access.RuleResolver.resolveRuleToCandidate(RuleResolver.java:748) ~[prprivate.jar:?]
at com.pega.pegarules.data.internal.access.RuleResolver.resolveRule(RuleResolver.java:702) ~[prprivate.jar:?]
at com.pega.pegarules.data.internal.access.Opener.open(Opener.java:2109) ~[prprivate.jar:?]



Steps to Reproduce



Consider two users working parallelly on Customer Service for Insurance 7.31. Both the users should perform the following simultaneously.
  1. Create an Inbound call.
  2. Navigate to Configuration tools > Knowledge content.
  3. Search for existing articles and select a few. 
  4. Save the articles.


Root Cause



A defect in Pegasystems’ code or rules.

Two CSFASuggestedArticles instances were created when Save was clicked simultaneously.


Resolution



Apply HFix-43994.


 

Published July 28, 2018 - Updated December 2, 2021

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