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Web chatbot channel - Service case is orphaned upon escalation



When using the Preview function of the Intelligent Virtual Assistant (IVA) sample application, service cases created from the Web Chat bot are not linked to the Chat bot interaction. When the service case is escalated to a CSR, the case does not display in the Next Best Action area of the new CSR interaction.

Error Messages

Not Applicable

Steps to Reproduce

  1. Open PegaCS-IVA-WCB-Sample.7.31 Sample IVA application as a WebChatbotAdmin user.
  2. Run the out-of-the-box Sample CS IVA bot in the Preview mode.
  3. Start an interaction and request Lost Stolen Card.
  4. Escalate to CSR.

Root Cause

A defect in Pegasystems’ code or  rules.
The CAParentID property was not populated in the service case created through the Web Chat bot.


Apply HFix-46942.


Published October 13, 2018 - Updated December 2, 2021

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