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Service Intent is not restored when reopening an Interaction



When an Interaction with an active Service Intent is closed, if the Interaction is later opened from the user's worklist the Service Intent is not displayed.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create an Interaction and open a Service Intent.
  2. Close the Interaction tab.
  3. Open the Interaction again from the worklist.

Root Cause

An issue in the custom application code or rules where the out of the box CPMRestoreServiceCases section rule was removed in a custom copy of CPMInteractionDriverIncludes.


Perform the following local-change: Include the out of the box CPMRestoreServiceCases section rule within the custom copy of CPMInteractionDriverIncludes.

Published October 27, 2016 - Updated December 2, 2021

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