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Support Article

The suggested task list state do not persists

SA-33741

Summary



In CPM 7.X after launching the intent task from Next Best Action (NBA) action and closing that interaction and then opening the same I-case from myworklist one could observe that the same intent task is populated again in NBA action.

But in CPM 6.X if an intent had launched from ToDo list, the same intent would not come in ToDo list even after closing that intercation and opening the same I-case from MyWorklist.

Error Messages



Not Applicable


Steps to Reproduce

  1. Log into system and launch the interaction portal and start new interaction.
  2. Select an intent from NBA and launch it.
  3. Close the Interaction case and open it from worklist, again that intent task is displayed in NBA, even if that is already launched


Root Cause



A defect in Pegasystems’ code or rules:

The pxResults of 'D_Interaction_Intents' datapage are responsible for populating intents in NBA action. As the design has been changed in CPM 7.X when an intent is launched from
NBA, in the 'D_Interaction_Intents' datapage 'IntentType' property is updated to "In Progress" and hence removed from NBA. But when opening the same I-case from 'My worklist' the intent in progress is again populated in NBA as Suggestions, because Intent-When is evaluated again and one more pxResult is added to 'D_Interaction_Intents' datapage.

Resolution



Currently this a limitation in the Product which is going to be fixed in Future Release.

Published February 21, 2017 - Updated December 2, 2021

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