Question
A Dutch Bank
NL
Last activity: 24 May 2018 12:45 EDT
Not able to save Pega 7.3 Customer Journey; not able to activate it. Message: No Data Available
Hi,
I wonder if anybody can help here with Pega 7.3 customer journeys with stages and entry criteria.
As per Attachment I tried to create a simple journey. Unfortunately it does not save, nor allows activation of this journey. It says: "no data available" next to the save button. THe help either does not work, or has not been installed (404 error).
Do I have to have segments for a journey to save?
Behind the scenes will it be creating cases? How many? Impact?
Regards, Andre' Cesta
Accepted Solution
Pegasystems Inc.
US
Hi Andre,
While your use case is possible, it would require additional customization to interaction processing beyond setting entry criteria on the journey.
Without getting too technical, the journey infrastructure assesses user interactions (most records that would end up in IH) and determines their applicability for each active journey. It is during this assessment when the entry criteria come into play, determining whether that particular interaction meets the entry criteria. Once that interaction has been mapped (or not) to a specific Stage, Step, and Channel for a journey, that interaction will not be processed again.
Perhaps more simply, the customer can not progress in the journey until a new interaction occurs. That interaction may be a response to an offer associated with a journey, or some other interaction defined on your system that is specially designed to interact with journeys. If I'm understanding your desired use case properly, even if you don't associate offers/content to the steps and only use entry criteria, you would still have to have some sort of event for when a customer's eligibility changes. That event would then trigger an interaction could be processed by the journey.
Regards,
Josh
Pegasystems Inc.
AU
Hello Andre,
I do not think it requires creation of the segments, however can you verify whether there are customer records in the Pega-MKT-Data-Customer table mapped. When a customer journey is saved and activated, PegaCDH-* classes created and populated with data sets.
Regards,
Basavaraj
Pegasystems Inc.
US
Hi Andre,
It seems like you've gotten yourself into an interesting situation here. I'll try to address the easier-to-answer questions first.
Hi Andre,
It seems like you've gotten yourself into an interesting situation here. I'll try to address the easier-to-answer questions first.
- You do not have to have segments for a Journey to save.
- There will be no cases created behind the scenes. In fact, no artifacts are generated at all when saving (except for the Journey itself, if it didn't previously exist). Artifact generation does occur when activating/deactivating. At that time, the only impact is to strategies that are created specifically to support Journey behavior, and possibly to the offer data of any offers you have associated with the Journey. For a configuration like the one displayed in your screenshot, the impact is minimal.
- You can find our most recent help for the Journey on the PDN here: https://community.pega.com/sites/default/files/marketinghelp_v74/rule-/rule-pegacdh-/rule-pegacdh-journey/main.htm
I've tried a few different things on our system that I thought could potentially reproduce your issue, and I've been unable to mimic the state you've described. That said, I do have a few approaches that you might take to troubleshoot this. First, the "In Use" text is meant to indicate that the journey is locked and unavailable for editing. The most common reason for this is that another user is in the process of editing the Journey, though the message could also appear if the Journey is in a locked ruleset.
- Since you are seeing "No data available," that would suggest the locked ruleset reason. (If it were checked out by another operator, you should see the operator's name.) If you search the name of your Journey in the portal search, and you twist the arrow for the item that matches your Journey, you should see all instances of your rule. If you see a version where the ruleset is <operator name> followed by an '@' symbol, it means that user has the Journey checked out. This user will need to discard or save the Journey before you can use it.
- If none of the instances have a user ruleset, you should see your artifacts ruleset listed along with the specific version number next to your Journey. Search for and open this ruleset, and locate the ruleset version that contains your Journey. If the lock icon is in the locked state, you will be unable to make any changes to the Journey. If it is in the unlocked state, this is not the root cause.
- Are you able to create, edit, and save another Journey? I would try to create a new Journey using the same configuration you have chosen for the one you've described/attached. If you are able to make changes to the new one as expected, that would suggest an issue with the initial Journey.
I hope these will be helpful. Please give these suggestions a try, and let us know the results.
Thanks!
Josh
A Dutch Bank
NL
Hi Josh, thanks for the troubleshooting suggestions,
I managed to save the journey by using the records explorer in the design studio (instead of marketing portal), and created the journey from there. But when I want to activate the journey it failed to create the strategy for it. I paste the screenshot and XML from the trace from this failure.
I also have a question about how I want to use this journey. I want to use it as a dashboard for a marketing funnel to see how many people progress through the stages. Maybe not the best use of this feature? For this reason there is no action on the steps, there is just entry criteria on the stages to keep track of how far customers are in the funnel. The entry criteria are eligibility rules for the proposition group chosen. I wonder if it will detect when the eligibility rule changes. I wonder that because the documentation states: "When data from data streams such as web analytics or event streams indicates that a customer entered, progressed, or completed a specific journey. Pega Marketing compares the available data to the entry criteria you define and moves the customer to the relevant stage of the journey."
Would data streams change include thus a change in the CAR or in IH that is picked-up/detected after a while by the journey?
Hi Josh, thanks for the troubleshooting suggestions,
I managed to save the journey by using the records explorer in the design studio (instead of marketing portal), and created the journey from there. But when I want to activate the journey it failed to create the strategy for it. I paste the screenshot and XML from the trace from this failure.
I also have a question about how I want to use this journey. I want to use it as a dashboard for a marketing funnel to see how many people progress through the stages. Maybe not the best use of this feature? For this reason there is no action on the steps, there is just entry criteria on the stages to keep track of how far customers are in the funnel. The entry criteria are eligibility rules for the proposition group chosen. I wonder if it will detect when the eligibility rule changes. I wonder that because the documentation states: "When data from data streams such as web analytics or event streams indicates that a customer entered, progressed, or completed a specific journey. Pega Marketing compares the available data to the entry criteria you define and moves the customer to the relevant stage of the journey."
Would data streams change include thus a change in the CAR or in IH that is picked-up/detected after a while by the journey?
Perhaps a better tool to visualise this funnel would be to do a simulation only with the journey propositions, to see how many customers would be eligible to each proposition along the journey at any given day, and then count the number of customers eligible in each step. I could also create a dummy proposition for customers who have finished the journey so to show at the simulation.
Thanks, Andre' Cesta
Accepted Solution
Pegasystems Inc.
US
Hi Andre,
While your use case is possible, it would require additional customization to interaction processing beyond setting entry criteria on the journey.
Without getting too technical, the journey infrastructure assesses user interactions (most records that would end up in IH) and determines their applicability for each active journey. It is during this assessment when the entry criteria come into play, determining whether that particular interaction meets the entry criteria. Once that interaction has been mapped (or not) to a specific Stage, Step, and Channel for a journey, that interaction will not be processed again.
Perhaps more simply, the customer can not progress in the journey until a new interaction occurs. That interaction may be a response to an offer associated with a journey, or some other interaction defined on your system that is specially designed to interact with journeys. If I'm understanding your desired use case properly, even if you don't associate offers/content to the steps and only use entry criteria, you would still have to have some sort of event for when a customer's eligibility changes. That event would then trigger an interaction could be processed by the journey.
Regards,
Josh