Question
Cognizant technology solutions
IN
Last activity: 1 Jun 2021 10:46 EDT
Interaction case(I-) review screen got weird when user respond back to auto response email in Customer service intearction portal
Hi All,
Interaction case got weird/ Messed up like flex issue and case data not showing even there is clipboard data.
Note: This is not an flex issue.
Please refer attachment and provide any suggested solution to resolve this issue.
Maantic Inc.
IN
Hi @RavikumarR8364,
Looking at the screenshot you have provided it seems that Pega is not able to display the highlighted extracted entities.
It is done using activity "pyHighlightEntitiesInClient" last step - JAVA. You may want to check that in your email which came in is there any double quotes around any of the extracted entities from the body/attachment. If there are any - then Pega would not be able to generate the JSON which is required to highlight the entities.
If that is the case then try changing the below line in the JAVA step
from
json.put("entity_value", StringUtils.crossScriptingFilter(entity.replaceAll("\"","\\\\\"")));
to
json.put("entity_value", StringUtils.crossScriptingFilter(entity.replaceAll("\"","")));
and check if that works.
Basically, trying to generate a JSON with a value having double quotes around may cause an exception and such kind of weird behaviour while displaying the case.
Cognizant technology solutions
IN
Maantic Inc.
IN
@Ravi Kumar Reddi
Can you please run tracer ( with stream rules checked ) to see if there are any exceptions. Also check logs if there are exceptions when you open this case.
Is this specifically happening for a particular I- case?
Cognizant technology solutions
IN
@Tanay Kumar Bal Yes, It is happening for particular case.