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Support Article

System does not create Service cases



Pega Customer Service 8.3 is installed on Pega Platform 8.3.
When configuring Suggested cases from the Email Channel Interface, the system does not create Service cases.

Error Messages

Not Applicable

Steps to Reproduce

  1. Configure Email channel Interface > Behavior > Suggested cases > Map case type.
  2. Save without providing entities on the Entity Extraction tab.

Root Cause

A defect in Pegasystems’ code or rules.

Entity mapping includes an entity from the Text Analyzer and a value from the header (from the email). However, the CheckEntityMapping data transform does not consider the header values. Only the entities extracted from NLP are considered. When a header value is present in the Channel mapping which does not have a corresponding entity extracted from the NLP, the CheckEntityMapping data transform sets the EntityMismatch parameter to true. As a result, the Service case is not created.


Apply HFix-58547.

Published December 18, 2019 - Updated December 2, 2021

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