Question
ING
NL
Last activity: 22 Jan 2025 14:27 EST
Case details are not displaying in CS Interaction Portal
Team,
I've created a Email interaction cases, when i launch the portal--> Dashboard--> My work
Here i have list of cases displaying, Now i try to open any case.., This is not displaying the case summary
We are expecting Wrap-up and Add case buttons in the case view
HCA Healthcare
US
@umamaheswar.bk First you need to make sure that your user account has the necessary permissions to view case details and access the "Wrap-up" and "Add case" buttons by checking with your system administrator. Next, verify the portal’s settings to make sure the case summary and these buttons are enabled for your role. Clear your browser’s cache and try using a different browser to rule out any browser-related issues. Make sure you’re using the latest version of the CS Interaction Portal and that there are no recent updates causing the problem. Check your network and firewall settings to ensure nothing is blocking the portal’s functionality. Also, enable JavaScript in your browser and disable any extensions that might interfere with the portal. If possible, open the browser’s developer console to look for any error messages when you try to view a case, and share these with your IT team. Additionally, ensure that the case data is complete and correctly entered, and try creating a new test case to see if it displays properly. Thanks
Updated: 22 Jan 2025 2:54 EST
ING
NL
All the permissions are enabled, Checked on different browsers same issue persists by clearing the cache
We have the latest version installed 24.2 V
Tell us the exact configuration steps to display with these options
HCA Healthcare
US
@umamaheswar.bk log into the Pega Platform with an admin account and navigate to App Explorer > Case Types, then select your specific case type. Go to Case Configuration and ensure that the Summary section is included in the case layout; if it's missing, add it by dragging the Summary component into the layout. Next, navigate to Stages & Processes and select the relevant stage, then open the Flow Action where the buttons should appear. In the Flow Action properties, go to the Buttons tab and add the "Wrap-up" and "Add case" buttons, configuring their actions as needed. After that, go to Records > User Interface > Portal, select the CS Interaction Portal configuration, and verify that the case summary and buttons are correctly mapped and enabled for your user role. Ensure that the access group associated with your users has permissions for these elements under User Access settings. Save and publish all changes, then clear the portal cache and refresh your browser. Finally, test by logging into the CS Interaction Portal, opening a case from Dashboard > My Work, and confirming that the case summary and the "Wrap-up" and "Add case" buttons are now visible and functioning properly. If issues persist, review security policies and also open a Pega SR then can help you. Thanks