Applies to Pega Platform versions 7.3 onwards
Scope
This article applies specifically to Customer Service implementations using the CS on Constellation architecture. Pega is no longer selling or allowing the creation of new CS UI-KIT apps. New Customer Service implementations are built on the Constellation architecture. If you are working on a Constellation-based implementation, refer to the Constellation-specific documentation for supported deployment configurations.
Symptoms
The Pega Customer Service application is primarily designed for use in its provided portals, such as the Interaction portal. The Interaction portal has the required framework in place to allow the running of one or more interactions with service processes. When the Interaction flow is embedded in a Pega Web Mashup or Web embed, it will not work in the same way that it does in the Interaction portal. Listing all potential issues is not feasible here, but many actions that require the presence of the desktop framework will fail.
Pega Customer Service cases (like address change, dispute transaction, report a lost card, and so on) are designed to be exposed within Pega Web Mashup or Web embed. They can function independently of the portal and do not require desktop services.
Note: Customer Service interaction cases are not supported via Web embed. However, standalone service cases (Microjourneys) can be surfaced via Web embed as they do not require the desktop services framework.
Explanation
Pega Customer Service does not support the processing of an Interaction flow embedded in a Pega Web Mashup or in a Web embed.
The Interaction portal includes the full Pega Desktop and Document management infrastructure, which is not included when using the CreateWork action in Pega Web Mashup or Web embed. There are several rules (such as, Harnesses, Sections, and others) that are circumstanced for the Interaction portal; these rules will not be included in the mashup or Web embed.
Launching the Customer Service Interaction portal via Web embed is also not supported. The underlying reasons are the same as those described above for web mashup — the required Pega Desktop and Document management infrastructure and portal-specific rules are not available in a Web embed context.
Note: This article applies to implementations using the Pega CS UI-KIT architecture. Pega is no longer selling or allowing the creation of new CS UI-KIT apps. New Customer Service implementations are built on the Constellation architecture. If you are on Constellation, please refer to the Constellation-specific documentation for guidance on supported deployment configurations.
Solution
This is an unsupported configuration. Interaction case types must not be invoked directly in the Pega Web Mashup or Web embed. Also, launching the Customer Service Interaction portal via/from the Web embed is not supported.