Support Article
Out of the box fields on interaction screens are not working
SA-479
Summary
You upgrade or install a new release of CPM. When you run some Out-Of-The-Box (OOTB) commands, you receive error messages which indicate that properties cannot be used because they are not in the Blob and also not in a column.
When you check, the property being referenced is in the database and is in a Ruleset to which the user has access.
Error Messages
As a typical example, you run the Quick Contact flow when starting a new Interaction as shown below:
You follow the command sequence, but it fails with an error message like this:
The actual error may reference a different property, but the message will be the same.
Steps to Reproduce
The above error example gives one way to reproduce. The error can happen while executing any Rule in the application.
Root Cause
The root cause of this problem is a defect in customer application code/rules.
CPM ships with sample processes as part of the starter kit. The intent is that if you want these, you make them your own, which includes configuring them to point at your own data. Every process in CPM is dependent on ‘customer’ data. Without the sample database, that customer data comes from the customer implementation. Pega is NEVER the system of record for customer data – so you have to do that mapping as part of the implementation.
Some processes ship with PegaApp or PegaAppCA because Pega believes that they are a valuable part of the framework ‘starter kit’ concept. Creating a contact is something that most contact centers do – so they are expected to take those processes, tailor them to their needs (and integrate them with their data) so that they can use them. Same with ‘Address Change, ‘Dispute’, etc. The ones Pega thinks you won’t reuse are shipped in MyCoCA.
The documentation and training indicate that these processes are mapped to sample and that the customer needs to map their own data and interfaces to use them in their production environment.
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If you examine the Data-Admin-DB-Table records for the classes for these"problem" properties, you will see that they are not mapped to any table. For example, AddressType is in class PegaAPP-Interface-Contact-Communications. If you examine the Data-Admin-DB-Table for this class that ships with the PegaSample database, you will see that it maps to the table pa_Communication_Options. As you should not have imported the Sample Database into your application, you have no mapping for this class. PRPC defaults to the mapping for PegaAPP-Interface, which uses the pa_contact table. However, this property is not in that table. Since the property is not in any table, you receive the error message that the property is not in the Blob, nor is it in an exposed column.
Resolution
You must provide new tables and new Data-Admin-DB-Tables in which to map the "problem" properties if you wish to use them. If you examine the Sample database in a test environment, you can see how this Sample does the mappings, and use it as a guide for your Product.
Published June 12, 2015 - Updated December 2, 2021
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