Question
Infosys Limited
IN
Last activity: 2 Jun 2020 9:52 EDT
On Click of Add tasks, service case gets created and opens in a new tab
Hi,
On Click of Add tasks on an interaction Case, the service case gets created in a new tab. Our Requirement is for the service case to be opened in the interaction tab itself. Verified the Inheritance of the Work class, it does not have Interaction class in the hierarchy.
Kindly advice.
Pega Version 8.3.1
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
I worked on Customer Service built on 8.2.5, there the intent tasks were opened inside the Interaction instead of a new tab.
Could you please check if any customizations are made at your end while launching a new intent case.
Infosys Limited
IN
Yes, we have enabled the Add tasks button on the review harness(section - CPMReviewDriverWrapper), so that even when the Interaction case is resolved, service cases can still be created using Add tasks.
But doing it this way, on selecting tasks and on click of Add Tasks opens the service case on a new tab.
Also noticed that D_CSRecents is not getting populated with the new service case details, this might be the reason the service case opens up in new tab(assumption).
Is there a way D_CSRecents can be populated from review harness? - since CSAddIntentToDriverRecents is not being invoked from Review.
Pegasystems Inc.
IN
Hi Kaushik,
1. Please check the action-set of the service case (pyLabel) link and check the create-work action option. To get the service case in the interaction-case, it should be selected as ajax container.
2. Also, ensure that AjaxContainer should be included in the pyCaseActionArea which is in the interaction class level.
