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Pega Chat and Co-Browse do not work from the Interaction Driver



Pega Chat 7.4 and Pega Co-Browse 7.4 do not work when initiated from the Interaction Driver of a case. However, these applications work when initiated from the first screen of the Chat case created.

On closing the case, the case does not hang; however, the applications do not work. Additionally, the same issue occurs when using an out-of-the-box operator.

Error Messages

[WebContainer : 5] [OpenPortal] [ ] [abc:07.40] (internal.mgmt.Executable) ERROR|  - Exception
at com.pegarules.generated.activity.ra_action_performpreprocessing_e6b3b65d6cb30cfcf9e810702cbc668a.step1_circum0( ~[?:?]
at com.pegarules.generated.activity.ra_action_performpreprocessing_e6b3b65d6cb30cfcf9e810702cbc668a.perform( ~[?:?]
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity( ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity( ~[prprivate.jar:?]
at com.pegarules.generated.activity.ra_action_processaction_05236e30aa52921c2bc77f906e8e8d64.step18_circum0( ~[?:?]
at com.pegarules.generated.activity.ra_action_processaction_05236e30aa52921c2bc77f906e8e8d64.perform( ~[?:?]
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity( ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.mgmt.base.ThreadRunner.runActivitiesAlt( ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.mgmt.PRThreadImpl.runActivitiesAlt( ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.engineinterface.service.HttpAPI.runActivities( ~[prprivate.jar:?]
at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.processRequestInner( ~[prenginext.jar:?]
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) ~[?:1.8.0-internal]
at sun.reflect.NativeMethodAccessorImpl.invoke( ~[?:1.8.0-internal]
at sun.reflect.DelegatingMethodAccessorImpl.invoke( ~[?:1.8.0-internal]
at java.lang.reflect.Method.invoke( ~[?:2.6 (07-13-2016)]

Steps to Reproduce

  1. Log in to the Customer Process Manager (CPM) using an access group that points to CustomerServiceForInsurance application
  2. Log in to Pega Chat after logging in to the portal.
  3. Initiate a chat from a website. A case is created on the CPM (as below).
  4. Select a Contact and submit the case. The case is routed to the Interaction driver screen.
  5. Enter some text in the Chat window in the website. The text entered in the website freezes in the chat window on CPM and text entered later does not display.
  6. Click End Chat from the options.

Pega Co-Browse
  1. Perform Steps 1 to 4 as above.
  2. Select the Co-Browse option from the Actions dropdown on the Chat window. The user in the website accepts the Co-Browse request. On the CPM, the session is not established and hangs.

Root Cause

A defect in Pegasystems’ code or rules.
Issue in the refresh timing in the CPMDialog section rule that belongs to PegaCA-Work-Interaction-Chat class.


Apply HFix-46190.


Published October 7, 2018 - Updated December 2, 2021

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