Unable to add suggested articles to a case
Hi there,
In CS portal I am about to suggest articles to a case using "Configuration option." I am able to search for the articles in "Search Articles to add." After selecting an articles from the results and click on save I am seeing sucessfull message. But no articles are getting saved. Below I have attached screenshots of the results.
Regards:
Manoj K
Accepted Solution
Updated: 31 May 2024 3:47 EDT
Eclatprime Digital Private Limited
IN
@KATTAM13 Check the rule CSFASuggestedArtilces in global search and open the exact instance for that class then in case its inside open RS of your implemenation try to delete from there.
TCS
IN
@Somil Shukla We are currently using Pega Infinity CSR.
Eclatprime Digital Private Limited
IN
@KATTAM13 Bcak in pegasystem working over customer service i also faced this issue alot. It might be a single instance issue can u also confirm this on other instances. In case this issue is for all the instances we need to look on the rule while adding the article. Please put a tracer on click of action menu to see any rule is giving the error or warning ? you can also try to add articles from case > setting tab.
Updated: 31 May 2024 1:43 EDT
TCS
IN
@Somil Shukla Yes Somil. I observed that this issue is arrise only for some Cases and working fine for others. While tracing I have observed an error. And the Rule:CSFASuggestedArtilces rule in not present in that class of that particular case. Below I have attached a document of the errors. Could you please go through that d0cument and help in solving the issue.
Regards: Manoj K.
Eclatprime Digital Private Limited
IN
Yes @KATTAM13 , This is the issue of your ruleset level. Can u once check this rule in Framework layer ?? In case this rule is not present in that class then try to once save as the ruleset for testing Purpose in your implementation case class RS . In case it works it means Rule is missing for class.
Updated: 31 May 2024 3:46 EDT
TCS
IN
@Somil ShuklaI Have deleted all the instaces that are being created extra. Now I am able to suggest the articles for the other cases too. Thankyou Somil for your help.
Regards: Manoj
Accepted Solution
Updated: 31 May 2024 3:47 EDT
Eclatprime Digital Private Limited
IN
@KATTAM13 Check the rule CSFASuggestedArtilces in global search and open the exact instance for that class then in case its inside open RS of your implemenation try to delete from there.