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Support Article

WO not fetched from database in SFA CRM



When an already opened work object from Recents history is opened On Pega 7.1.9 and Sales Force Automation (SFA) Customer Relationship Management (CRM) 7.14, Pega searches in cache to load and display the object quickly. Inconsistencies were created when multiple people worked on the same work object. The work object was not fetched from the database even after a refresh.

Error Messages

Not Applicable

Steps to Reproduce

1. Login with sfasalesops or install. Consider this to be session 1 on Chrome.
2. Add Org ABC on Chrome, and then add a Task 1 under the Activity tab of the ABC Organization.
3. Open another session. Use Internet Explorer to login with sfasalesops.
4. On Chrome, navigate to My Work -> open Task 1.
5. On Internet Explorer, navigate to My Work -> open Task 1. Task 1 WO is cached on this session.
6. On chrome, click Edit (calls crmEdit flow) and change status to In Progress.
7. On Internet Explorer, navigate to My Work, and Open Task 1. Notice that the status has not changed.

Note: This is a browser-independent issue.

Root Cause

Pega has a setting to reload the work object within the session instead of loading it from cache. For performance reasons this is turned off through the setting AlwaysReloadWO crmAppExtModel. The setting is set to false by default, but can be set to true.

However, in spite of this change the work object might not get reloaded because of a possible JavaScript issue in the code. An anonymous function starting at line16 in the UserWorkForm checks if AlwaysReloadWO is set to true. This forces the reload of object instead of loading it from cache. A closing parenthesis (}) was missed in that function that caused the setting to fail.


This issue will be addressed in Pega 7.2 release.

Perform the following local-change in the current release:
1. Set AlwaysReloadWO crmAppExtModel to true.
2. Add a closing parenthesis (}) in line 25 of UserWorkForm.
Suggest Edit

Published February 26, 2016 - Updated December 2, 2021

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