Support Article
ProcessOfferResponse Agent creates an additional Case
SA-86418
Summary
In an Offer flow, on sending emails and processing the user response, the ProcessOfferResponse agent creates an additional Case.
Error Messages
Not Applicable
Steps to Reproduce
- Create an Offer flow.
- Include the Send Email shape to send the link for a Microsite to the user.
- If this is successful, use another Send Email shape to receive a confirmation from the user.
- Use a HandOff shape in the same continuation path to invoke a flow and a Utility shape to update the Microsite case created earlier.
Root Cause
When a HandOff shape is used in an Offer Flow, it invoked a flow that created a case.
According to the Pega Marketing User Guide, this Hand Off flow must be defined in the hierarchy of the PegaMKT-Work class. This flow is defined in the default Microsite class (PegaMKT-Work-Microsite-OurMicrosite) due to which the second case item is created.
Resolution
Perform the following local-change:
Create the Hand off flow in a class other than the default Microsite class.
Tags:
Published December 2, 2021
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