Question
Cognizant
GB
Last activity: 6 Oct 2017 18:30 EDT
pyWorkParty(Contact) Work Party gets created with wrong class in Service case
We have a scenario where the Contact WorkParty (pyWorkParty(Contact) )gets populated with all the data till the Interaction driver screen. Now when the user launched a service case, the WorkParty on the S case thread is missing the same data. We are using D_CopyParentData data page to copy data from Interaction to service case.
This works fine for most of the time, but occasionally we are seeing WorkParty on S case is of the Class Data-Party. Where it should have been of our application specific Class. In this scenario all the account specific data is missing from contact party.
We are using Pega 7.2.1. CPM 7.2.1
Analysis so far: Looks like while copying data from I case to the S case, the work party is being overridden in some OOTB activity, changing the pxObjClass of the WorkParty page.
Pegasystems
US
When you say "occasionally", do you mean you can't trace it, because it only happens once a month? Or does it happen more often, so you can catch the mysterious behavior in the tracer?
If you can't catch it in the tracer, can you put in checks so if the wrong value is seen, you use a "log-message" or an "olog" to write info to the Pega log to help you determine what is going on?
Pegasystems Inc.
US
HI Fahad,
Based on your scenario, I would suggest the following:
Collect tracer logs for launching working S case (no data missing) and nonWorking S case (with data missing).
Compare them - focus on checking data page, D_CopyParentData.
I believe that you will see the differences. Based on the differences, you are able to identify the root cause.
Thanks,
Susan