Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

Open service tasks are not transferred with the Interaction



Open service tasks are not transferred with the Interaction when performing a warm transfer.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Agent 1 receives call from customer.
  2. Agent #1 create two service tasks.
  3. Resolve Task #1.
  4. Leave Task #2 open.
  5. Agent 1 successfully warm transfers the interaction to Agent 2.
  6. Agent 2 opens the interaction to view the Service Items.
  7. Observe that only resolved service tasks are displayed with the interaction and the pending warm tasks are not displayed.

Root Cause

An issue in the custom application code or rules.  The activity CaGetSvcCaseAssignmentsByInteraction decides which work objects are of interest by only considering those of class which match Declare_CAApplicationSettings.ServiceItemClassGroup.  This was set to ...-Work-CPM, but the user application is configured so that all service items are of class ...Work-SCM. Hence no Service Items were being considered


Change  Declare_CAApplicationSettings.ServiceItemClassGroup to match the actual class used by the application, namely ...-Work-SCM.


Published July 28, 2016 - Updated December 2, 2021

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us