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Support Article

Unable to add notes in 360 screen for a Service case



Unable to add notes in 360 screen after launching a Service case in an Interaction. Notes section changes to read-only and a new note is created.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Log in to System and launch interaction portal
  2. Create a new Interaction
  3. Launch a Service case
  4. Add notes

Root Cause

A defect in Pegasystems’ code or rules. Editable setting does not work for NotesSectionByAccount section at user's end.


  • Apply HFix-38860
  • Perform the local change:
  1. ​​​​​​Open CPMAccountData
  2. Remove NotesSectionByAccount section include
  3. Add a Dynamic Layout and include NotesSectionByAccount section in it

4. In the Edit Options of the presentation tab of SectionInclude, select Editable

5. Save the changes

Published January 5, 2018 - Updated December 2, 2021

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