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Support Article

Quality Review does not show service cases in Interaction case

SA-41819

Summary



On Quality Review of an Interaction case, when the case work object link is clicked to open details, the pop-up window does not show the service cases of that Interaction. If the same case is accessed from the home page under 'Recent Work', it shows the service cases (open or resolved).


Error Messages



Not Applicable


Steps to Reproduce



Make sure the workbasket 'QualityReview' belongs to the proper operational unit so that it can be selected by the user in the sequence below.
  1. Log in as CAManager to the pegaCS portal.
  2. Create an Interaction case and create 2 service cases (intent tasks).
  3. Resolve one service case and leave the other open. No need to wrap up the Interaction case.
  4. Perform Quality Review on this Interaction case.
  5. Open the Quality Review work object from the QualityReview workbasket and note the Interaction case number with a link to open details in a pop-up window. The detail pane show empty service cases list for this interaction under review.


Root Cause



A defect in Pegasystems’ code or rules. The Report Definition being used has a join which is failing as the index class is no longer available.

Resolution



Apply HFix-35731.
Suggest Edit

Published August 26, 2017 - Updated December 2, 2021

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