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Question

 LAKSHAY DUTTA (LakshayD)
Areteans
Architect
Areteans
AU
LakshayD Member since 2014 3 posts
Areteans
Posted: Apr 28, 2019
Last activity: Apr 30, 2019
Posted: 28 Apr 2019 8:40 EDT
Last activity: 30 Apr 2019 0:33 EDT
Closed

Unable to create cases from Email IVA

We are unable to create cases from email channel. We have added create case action in the intelligent routing section based on topic detection. Although topic detection is working fine but the underlying case is not getting created. Email IVA seems to be working as expected in 8.1, this issue seems to be particular to 8.2.

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Pega Intelligent Virtual Assistant

Posted: 6 years ago
Posted: 29 Apr 2019 1:26 EDT
LAKSHAY DUTTA (LakshayD)
Areteans
Architect
Areteans
AU

In pyExecuteAction activity of class Embed-Triage-Action-CreateCase, cases are created based on Param.EntitiesMismatch flag. Cases are created only if the Param.EntitiesMismatch flag is set to false. If the flag is true, CSQueueCreateCase is called(Queue Create Case for later CS Auto-Launch Task processing). 

Param.EntitiesMismatch flag is set in CheckEntityMappings DT.  Not sure about the configuration behind setting of the flag  as "pyWorkPage.pyEntities" is blank in our scenario.

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  • Andy Werden Sabinaya KC Manjunatha Chakresha Rao

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