Customer Service Auto-launch of Service Case 8.7
I am using PegaCS 8.7. While creating Interaction i want to launch service request automatically. Irrespective of option chosen (Suggested, Queue or Quick-launch) it is not working. But Service request is listing based on display in add task menu option.
Regards,
Madhan
Infosys Limited
IN
Could you please check the intent when conditions for the respective intent tasks. For testing purpose, could you please change the intent condition to true on selecting the datasource as no source and give the condition like (1==1) which would be true for all the time.
If the problem is not with the intent when condition, try to check the CPMEvaluentIntent task activity is getting executed at run time. Please check if there are any customizations around that area on analyzing the tracer.
Mphasis Limited
IN
1. For Service Case to auto launch, Display in Add task should be selected. Try testing with Always when condition refered in the business condition. If it works, you can update your business condition as per your requirement.
Created business condition(When rule) will be in PegaCA-Work class which we can update in App or Dev Studio
2. Verify the below rules referring IntentBusinessActions property have been customized. If yes, Kindly retrofit it with the latest version.
Hope these 2 steps will help you resolve your issue.