Pega Upgrade to 8.8.2 - pyOnbeforeWindowClose causing exceptions
Hi All,
Since our upgrade from 8.6.2 to 8.8.2 we are seeing exceptions with the following error :-
[MSG][Only authenticated client may start this activity: RULE-OBJ-ACTIVITY PEGA-CONFIGURATION PXGETCONFIGURATIONVALUE #20210330T124441.773 GMT ReqID=H0D0X3I5HXG3F45TX7I7KLT27LEWYIXXBA]
Having checked the logs I can see this is being caused by changes to pyOnbeforeWindowClose, specifically the call to when condition SkipPresenceOnEndChat at step 3. As this has also changed as part of the upgrade. It is now calling Declare_CAApplicationSettings.UpdateAgentCapacityOnWrapUp which results in the exception.
Whereas in the previous version of the when rule it simply set this to false.
This exception is being caused because of the call to DT cschatcomponentsettings and errors on steps 1 - 6, for every requestor.
Anyone know how we go about fixing this as I couldn't find anything in here, hence my question.
Thanks Craig
UPDATE
Narrowed this down to only being an issue when people are logging in using LDAP and not when using Pega login.
***Edited by Moderator Marije to add BUG tags***
Accepted Solution
Updated: 15 Mar 2024 17:15 EDT
Pegasystems Inc.
GB
@CraigA52 many thanks for the update. I can see that INC-B7390 was now closed off with the explanation below:
As part of this BUG-798644 "Error: You lack access required to execute", The access error was thrown from 3 activities czWriteToLog, czExpireRequestorLocks and pxRetrieveReportData.
The first 2 rules are part of CS so we modified the security settings to not have authentication but last activity was from platform.
So, in order to change the context in which pxRetrieveReportData is called we have modified pyOnbeforeWindowClose and segregated the step where D_ActiveConversationsForCSR is called by introducing a queue processor cyProcessWindowClose.
I was able to find the bug in Pega Customer Service and Pega Call Patch Release Notes (after some digging around):
@CraigA52 many thanks for the update. I can see that INC-B7390 was now closed off with the explanation below:
As part of this BUG-798644 "Error: You lack access required to execute", The access error was thrown from 3 activities czWriteToLog, czExpireRequestorLocks and pxRetrieveReportData.
The first 2 rules are part of CS so we modified the security settings to not have authentication but last activity was from platform.
So, in order to change the context in which pxRetrieveReportData is called we have modified pyOnbeforeWindowClose and segregated the step where D_ActiveConversationsForCSR is called by introducing a queue processor cyProcessWindowClose.
I was able to find the bug in Pega Customer Service and Pega Call Patch Release Notes (after some digging around):
The explanation provided in your support ticket was the full description listed in the bug.
Please confirm you are happy to proceed to Accept Solution to this forum question.
Updated: 21 Feb 2024 6:38 EST
Pegasystems Inc.
GB
@CraigA52 if you are using CS please check if all that is required is a local change to give permission to a few classes in your access group.
The EnableCSRAssistant flag is NOT present from CSChatComponentSettings DT. It has been added it to the CSExpressSettings DT because there were some limitations where the flag's value was not being updated when we checked or unchecked the CSR Assistant checkbox.
Please see info about CSExpressSettings:
Adopting new settings (Pega Customer Service)
@patls1 @kundv as this is a Customer Service Digital feature could you comment?
This sounds like a valid support issue - please log a ticket with GCS via the MSP and let us know the INC id here so we can help track it.
Virgin Media
GB
I will raise a call but before I saw your reply I tried the following in our DEV environment where I am able to recreate the issue.
Reverted when rule SkipPresenceOnEndChat back to 8.6.1 via saving to production rsv. Added this prod rsv to the Unauthenticated Access Group for browser
Re-Ran the scenario and this time getting different errors.
Only authenticated client may start this activity: RULE-OBJ-ACTIVITY @BASECLASS CZWRITETOLOG #20210610T081942.448 GMT ReqID=HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A
I will raise a call but before I saw your reply I tried the following in our DEV environment where I am able to recreate the issue.
Reverted when rule SkipPresenceOnEndChat back to 8.6.1 via saving to production rsv. Added this prod rsv to the Unauthenticated Access Group for browser
Re-Ran the scenario and this time getting different errors.
Only authenticated client may start this activity: RULE-OBJ-ACTIVITY @BASECLASS CZWRITETOLOG #20210610T081942.448 GMT ReqID=HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A
2024-02-21 10:57:18,765 GMT*8*EXCP0001*0*0*dcmpega-kn-t1*NA*NA*HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A*NA*NA*G2GDCM:01.01.02*9a6c6bc16317d5ad2ff78a26fb300f6f*N*1*HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A*506*https-jsse-nio-8443-exec-14*STANDARD*com.pega.pegarules.session.internal.mgmt.Executable*dcmpega-kn-t1.systems.private| Proprietary information hidden*Activity=pyOnbeforeWindowClose*Rule-Obj-Activity:pyOnbeforeWindowClose*@BASECLASS PYONBEFOREWINDOWCLOSE #20210831T063550.153 GMT Step: 2 Circum: 0*NA*false*NA**NA*NA*NA*pyDisplayHarness*NA*pyDisplayHarness*doActivity Rule-Obj-Activity:czWriteToLog;Call czWriteToLog;RULE-OBJ-ACTIVITY @BASECLASS PYONBEFOREWINDOWCLOSE #20210831T063550.153 GMT Step: 2 Circum: 0;doActivity Rule-Obj-Activity:pyOnbeforeWindowClose;initial Executable;0 additional frames in stack;*pxObjClass=;MetadataInfo=;LoggingLevel=Debug;MessageToLog=Browser close or browser refresh has been triggered for CSR : ;MessageCategory=Agent-Browser-Close-Refresh;pyTempPlaceHolder=TempPlaceHolder;*[MSG][Only authenticated client may start this activity: RULE-OBJ-ACTIVITY @BASECLASS CZWRITETOLOG #20210610T081942.448 GMT ReqID=HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A]
Required parameter'OperatorID' for data page 'D_ActiveConversationsForCSR' cannot be blank.
Only authenticated client may start this activity: RULE-OBJ-ACTIVITY @BASECLASS CZEXPIREREQUESTORLOCKS #20210831T063602.424 GMT ReqID=HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A
2024-02-21 10:57:18,769 GMT*8*EXCP0001*0*0*dcmpega-kn-t1*NA*NA*HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A*NA*NA*G2GDCM:01.01.02*9a6c6bc16317d5ad2ff78a26fb300f6f*N*1*HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A*507*https-jsse-nio-8443-exec-14*STANDARD*com.pega.pegarules.session.internal.mgmt.Executable*dcmpega-kn-t1.systems.private| Proprietary information hidden*Activity=pyOnbeforeWindowClose*Rule-Obj-Activity:pyOnbeforeWindowClose*@BASECLASS PYONBEFOREWINDOWCLOSE #20210831T063550.153 GMT Step: 6 Circum: 0*NA*false*NA**NA*NA*NA*pyDisplayHarness*NA*pyDisplayHarness*doActivity Rule-Obj-Activity:czExpireRequestorLocks;Call czExpireRequestorLocks;RULE-OBJ-ACTIVITY @BASECLASS PYONBEFOREWINDOWCLOSE #20210831T063550.153 GMT Step: 6 Circum: 0;doActivity Rule-Obj-Activity:pyOnbeforeWindowClose;initial Executable;0 additional frames in stack;*pzHarnessID=HIDE66A2995EBCBD90BF1425FAB408D66AE;pzPrimaryPageName=pyDisplayHarness;pzFromFrame=;pzAuth=guest;pyActivity=pyOnbeforeWindowClose;pzTransactionId=;*[MSG][Only authenticated client may start this activity: RULE-OBJ-ACTIVITY @BASECLASS CZEXPIREREQUESTORLOCKS #20210831T063602.424 GMT ReqID=HVBI3WE0JHMEYJX3U55AM0D9IFZVA7T21A]
So we get past step 3 but now produce further errors. Almost as if we've lost the Operator context.
Cheers Craig
Virgin Media
GB
@MarijeSchillern Ticket INC-B7390 logged. Provided the logs from DEV rather than PRD as they are much clearer and less populated.
Accepted Solution
Updated: 15 Mar 2024 17:15 EDT
Pegasystems Inc.
GB
@CraigA52 many thanks for the update. I can see that INC-B7390 was now closed off with the explanation below:
As part of this BUG-798644 "Error: You lack access required to execute", The access error was thrown from 3 activities czWriteToLog, czExpireRequestorLocks and pxRetrieveReportData.
The first 2 rules are part of CS so we modified the security settings to not have authentication but last activity was from platform.
So, in order to change the context in which pxRetrieveReportData is called we have modified pyOnbeforeWindowClose and segregated the step where D_ActiveConversationsForCSR is called by introducing a queue processor cyProcessWindowClose.
I was able to find the bug in Pega Customer Service and Pega Call Patch Release Notes (after some digging around):
@CraigA52 many thanks for the update. I can see that INC-B7390 was now closed off with the explanation below:
As part of this BUG-798644 "Error: You lack access required to execute", The access error was thrown from 3 activities czWriteToLog, czExpireRequestorLocks and pxRetrieveReportData.
The first 2 rules are part of CS so we modified the security settings to not have authentication but last activity was from platform.
So, in order to change the context in which pxRetrieveReportData is called we have modified pyOnbeforeWindowClose and segregated the step where D_ActiveConversationsForCSR is called by introducing a queue processor cyProcessWindowClose.
I was able to find the bug in Pega Customer Service and Pega Call Patch Release Notes (after some digging around):
The explanation provided in your support ticket was the full description listed in the bug.
Please confirm you are happy to proceed to Accept Solution to this forum question.