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Question

 Kaushik Kumar (KaushikK1269)
Infosys Limited

Infosys Limited
IN
KaushikK1269 Member since 2015 8 posts
Infosys Limited
Posted: Feb 20, 2020
Last activity: Jan 26, 2022
Posted: 20 Feb 2020 1:36 EST
Last activity: 26 Jan 2022 8:13 EST
Closed

Resolved Service Cases not visible on the interaction

Hi,

 

The Intenttype is blank for resolved service cases, hence these cases are not visible on the interaction. Only cases with IntentType as in-progress is visible on the interaction. Kindly provide suggestions on where this value is getting updated from in-progress to complete.

 

Thanks

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Pega Customer Service 8.1
Dev/Designer Studio
Other Industry
System Architect

  • Arye Caspi
Posted: 5 years ago
Posted: 28 Feb 2020 5:50 EST
Shiva Rakshith S (Rakshith) Technical Solutions Engineer
Pegasystems Inc.
IN

Have you overridden CSDisplayCompletedTasks section? This section is responsible for displaying resolved/completed intents, if you have customized, revert and check with the OOTB one.

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