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Support Article

Not able to add another intent task when existing is in progress

SA-33004

Summary



When in the Customer Service Interaction portal, it is observed that after adding initial intent tasks one is not able to add subsequent intent tasks.


Error Messages



Not Applicable

Steps to Reproduce

  1. Launch the Interaction Portal.
  2. Create an interaction and click "add task."
  3. Select an intent task and verify whether it's associated flow started.
  4. While the launched intent task is in progress, click "add task" and select another intent task.
  5. Attempt to launching it's flow.
  6. Observe that nothing occurs.


Root Cause



An issue in the custom application code or rules. The harness used to display an active intent didn't include pega_cpm_IP_EventManager script which contains the javascript functions used to launch intent tasks.

Resolution



Perform the following local-change:
Update the harness used to display an active intent task to have all of the associated customer service scripts including
pega_cpm_IP_EventManager.
Suggest Edit

Published February 4, 2017 - Updated December 2, 2021

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