The Customer Decision Hub engineering team have discovered a product defect in 1:1 Operations Manager that leads to incorrect Action level eligibility update during the Update existing action change request process.

Issue:

An incorrect change in Action context was detected, even though the client did not request this change. This leads to the loss of existing eligibility criteria.

For example, When Updating actions, if you choose Action A (context-Customer), Action B (Context -Agreement), and Action C (also Context-Agreement).

The problem arises when we open Action A, click on "edit engagement details" without making any changes, and then proceed to update Action B and Action C, along with editing existing treatments.

After these updates, the context for Action B and Action C incorrectly changes to "Customer" instead of remaining as "Agreement."

What is Action context? 

Action context refers to the specific environment or situation in which an action is evaluated within the Pega Customer Decision Hub. It determines what data is available when assessing the eligibility of an action. For instance, if the action context is set to Customer, all customer and account data is accessible for evaluation. For more information, please see The Context Dictionary | Pega Academy.

If the Action context is updated, the system will clear the eligibility criteria from the previous context and apply the eligibility criteria from the new context.

Who is affected by this issue? 

To determine if the problem could affect your system, follow these steps: 

1. Identify if you are using 1:1 Operations Manager releases 23, 24.1, or 24.2. (Note: This problem does not apply to versions 8.8 or earlier.)
2. Check if your system has multiple contexts: 
   • Check if the “Intended action level” field displays a dropdown with multiple values (For ex. Account, Customer) in the “Edit engagement policy” task of the “Update existing action” change request.  If you see a dropdown list with more than one item in it, your system has multiple contexts.

If both of these conditions are true, your system may be affected by the problem when editing Actions from different contexts in a single Update existing action change request. Otherwise, this does not affect you.

Problem root cause:

A change in action context is detected when multiple actions from different contexts are updated in the "Update Existing Action" change request. This issue occurs if a user clicks on "Edit Engagement Details" without making changes and then proceeds with other updates.

Update existing action change request process, occurs when multiple Actions from different contexts are selected for update in the Update existing action change request, please see below steps.

Steps to Replicate:

1. In Update Action change request – select two actions
   • Action1 from Customer context
   • Action2 from Account context
2. Select “edit icon” against Action1 and click on ‘Edit engagement policy’ and click cancel button
3. Select “edit icon” against Action1 and click on “Edit treatment” and edit any field and submit.
4. Select “edit icon” against Action2 and click on “Edit treatment” and edit any field and submit.
5. Complete the build generation and check if the context for Action 2 has changed from Account to Customer and verify if all existing engagement criteria have been cleared.

This defect affects 1:1 Operations Manager on Infinity releases, 23, 24.1 and 24.2. (Note: This problem does not apply to versions 8.8 or earlier.)

Pega is proactively notifying clients since this issue could lead to runtime errors and incorrect offer presentation in production.

Resolution:

• For clients on the 24.2 releases, please apply HFIX-C438 to resolve the issue.
• For clients on the 24.1 releases, please apply HFIX-C492 to resolve the issue. 
• For clients on the 23 releases, please apply HFIX-C440 to resolve the issue.
• For clients using version 8.8 or earlier, please be aware that this issue does not apply.
  • The 'Update Existing Action' flow was updated after the 8.8 release, and the issue was identified within this new workflow. 

Frequently Asked Questions