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Support Article

Service Request does not auto launch when switching portals



When a user switches from one portal to another and works on a case, the Service request of the case does not auto launch and the Interaction driver displays incorrectly.

Error Messages

Not Applicable

Steps to Reproduce

  1. Switch from the Manager portal to the User portal.
  2. Click Get Next Case.
  3. Click the blue phone icon. The Service request should auto launch.

Root Cause

The CPMPrepareInteractionTaskList activity was invoked from the CS-Social ruleset instead of from the PegaAppCA ruleset.


Perform the following local-change:

Save the PegaAppCA version of the CPMPrepareInteractionTaskList activity in the application ruleset.


Published October 12, 2018 - Updated December 2, 2021

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