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This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.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

Resolved Interaction still includes Header with Timer



Developer is resolving the interaction and then opens it from My Cases or from Recent Work. The interaction is opening in a review harness, but still it shows Header with Timer Disclosure.

Error Messages

NO Error Messages.

Steps to Reproduce

  1. Create an interaction and resolve it.
  2. Open the interaction from my cases or from recent work. Observe that interaction is opened in review harness with timer running.

Root Cause

An issue in the custom application code or rules.
When user creates an interaction the header section “CPMInteractionHeader” is loaded and it contains the duration.
When user opens the same interaction after resolution from recent work, it opens in review harness and the section "CPMReviewInteractionWorkHeader" is displayed in review mode.

But, developer has customized the application and displaying CPMInteractionHeader section in review harness.


Perform the following local-change:

Keep a visibility condition on dynamic layout of duration in CPMInteractionHeader section and display the timer, if the interaction status is not equal to Resolved-Completed.

To track the time taken to resolve the interaction, then one must add property “InteractionTime” to CPMInteractionHeader section.

Interaction property is available in the clipboard with default value as zero and as soon as the interaction is resolved, a declare expression is fired based on pyResolvedTimestamp and set the value of InteractionTime to @DateTimeDifference(.pxCreateDateTime, .pyResolvedTimestamp, "").

Published January 31, 2016 - Updated October 8, 2020

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