In-flight Interaction/Intent cases post PRPC Upgrade
HI All,
We have upgraded our Application, Initially Developed on PRPC 6.1SP2 and CPMHC 7.4 to PRPC 7.2 and CSHC 7.1.4.
Customer wants all the existing cases (both Interactions and Intent cases) created in PRPC 6.1 should be functional from the current state.
Is this feasible ? If yes, Could you please give us directions on the steps to be taken.
Thank you.
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Accepted Solution
Pegasystems Inc.
IN
If you are trying to open Service Cases (Intent Cases) in New Interaction Portal, they would continue to work after upgrade.
Interactions work objects created in older versions can't be opened OOTB after upgrading to new Interaction portal. Typically interactions would be resolved after finishing the call/chat/any channel with customer.
If its tolerance upgrade and trying to open interactions/intent cases in old portal(CSR Portal), they will continue to work.