Question
Displaying Error message on Wrapup - "The action is not allowed as it is outside the current transaction"
While user wrapping up the call populating a window with "The action is not allowed as it is outside the current transaction" error message, which we are not able to replicate the scenario. we can see error in log like below.
"posted transaction id 'XXXXXXX...' for frame 'pyWorkPage' DOES NOT match record 'XXXXXX..."
***Edited by Moderator Marije to add Support Case Details; ***
Accepted Solution
Pegasystems Inc.
GB
@vijayt63 I can see that you logged INC-231214 at the start of the July.
The case has been resolved with the details as following: This kind of error typically occurs when a user attempts to utilize the browser back button verses the buttons in Pega. I would suggest reaching out to the user and get an understanding if this is what is occurring. Since this only happens for a single user, support engineer suspected this may be the case.
Next steps:
If the users are not using the browser back arrow, then we will need to take the following steps:
Enable the following debuggers for the node the user is on :
- com.pega.pegarules.session.internal.mgmt.base.ThreadUITransaction
- com.pega.pegarules.session.internal.mgmt.base.ThreadUITransaction$CommitStackTraceLogger
Use fiddler or use dev tools to collect network trace from a reproduction of the issue
Note the steps to reproduce, time stamp of error, users prpc id
Collect Pegarules log, Pegarules alert log
Pegasystems Inc.
GB
@vijayt63 please could you take a look at our published Support Document Troubleshooting stale work, validation errors, and work processing failures caused by Transaction ID mismatch?
It provides possible scenarios you will need to check.
You mention wrapping up a 'call' - is this a Customer Service/ Pega Call -specific problem?
Did you check your network traces and logs?
There are also many other forum questions such as ERROR: posted transaction id 'xxx' for frame 'pyWorkPage' DOES NOT match record 'yyy' and posted transaction id for frame 'pyWorkPage' DOES NOT match record in Pega 8.4 which may help you troubleshoot.
If you find a way to replicate and believe you have configured the call wrapping process using best practices, then you may want to log a support incident and provide all the required artefacts (see previous posts for logs and screens that will be required).
Great American Insurance Company
US
@MarijeSchillern Thank you for response, this is customer service call and was happening while trying to close the call (wrapping up the call). I didn't see much in logs except the below error message "ERROR: posted transaction id 'xxxxx..' for frame 'pyWorkPage' DOES NOT match record 'xxxxx..". I followed same steps from above document to reproduce the scenario but I didn't. (not able to trace and the issue is happening only 1-2% of calls). Please suggest if I need to follow any other steps to reproduce. Thank you
Vijay
Pegasystems Inc.
GB
@vijayt63 I can only suggest that you log a support ticket for this, and provide the complete network trace and pega logs in the incident.
Please provide the INC reference here if you go down this path.
Accepted Solution
Pegasystems Inc.
GB
@vijayt63 I can see that you logged INC-231214 at the start of the July.
The case has been resolved with the details as following: This kind of error typically occurs when a user attempts to utilize the browser back button verses the buttons in Pega. I would suggest reaching out to the user and get an understanding if this is what is occurring. Since this only happens for a single user, support engineer suspected this may be the case.
Next steps:
If the users are not using the browser back arrow, then we will need to take the following steps:
Enable the following debuggers for the node the user is on :
- com.pega.pegarules.session.internal.mgmt.base.ThreadUITransaction
- com.pega.pegarules.session.internal.mgmt.base.ThreadUITransaction$CommitStackTraceLogger
Use fiddler or use dev tools to collect network trace from a reproduction of the issue
Note the steps to reproduce, time stamp of error, users prpc id
Collect Pegarules log, Pegarules alert log