Applies to Pega Customer Service™ 8.5.5 on Pega Platform™ 8.5.6, Pega Customer Service™ for Financial Services 8.6.0 on Pega Platform™ 8.6.5, Pega Call™ 8.6.1, Pega Customer Service™ 8.6.2, Pega Platform™ 8.7.2

Symptoms

After updating your deployment of Pega Customer Service and Sales Automation from version 8.4 to version 8.6, you see errors indicating that the Job Scheduler ReassignToTransfer failed. This Job Scheduler instance is part of the Pega Customer Service version 8.6 that fails with the Job Scheduler error JobExecutionException.

Error

com.pega.platform.executor.jobscheduler.scheduler.JobExecutionException:Job Scheduler [ReassignToTransfer] activity [CACTIReassignToTransferor]execution marked as failed with message [Attempting to access a rule with a bad defined-on class: Trying to open rule "CACTICALLTRANSFERITEMS" of class "Rule-Obj-Report-Definition", but no defined-on class (pyClassName) was specified. ]. Exception message [-].

Explanation

A Pegasystems defect in Pega Customer Service

The data transform CSServiceCaseSettings is missing the mapping for ServiceCaseClassGroup.

The job scheduler ReassignToTransfer runs the activity CACTIReassignToTransferor. As part of this activity, it runs the report definition CACTICallTransferItems from the respective class reference Declare_CAApplicationSettings.ServiceCaseClassGroup.

The JobExecutionException is caused by the mapping for ServiceCaseClassGroup not being set in the source data transform, CSServiceCaseSettings.

This issue has been resolved in Pega Customer Service for Financial Services 8.8.

In Pega Customer Service products like Customer Service for Financial Services that do not have patch release versions, the issue is not resolved until the deployment is updated to run on Pega Platform version 8.8. For this scenario, see Solution 1.

Solutions

Of the two solutions provided here, Solution 1 resolved most of the cases reporting the ReassignToTransfer job scheduler problem. Solution 2 describes a correction to a specific configuration problem that might not be commonly experienced. Solution 3 offers a scenario reported on 28Dec2022 as a Comment.

Solution 1    

In the source data transform CSServiceCaseSettings of the Declare_CAApplication settings data page, make the following changes:

1. Add the property .ServiceCaseClassGroup.
2. Set the property .ServiceCaseClassGroup value to PegaCA-Work-Service. 
3. Make sure that the implementation application is above the Pega-provided applications in the System Runtime Context.

After you make this change, the Job Scheduler ReassignToTransfer works as expected.

Adding the property .ServiceCaseClassGroup to your data transform will not introduce any new issues.

The ReassignToTransfer job scheduler and subsequent activity CACTIReassignToTransferor work as follows:

This agent runs on a specified interval and calls the CACTIReassignToTransferor activity that reassigns transferred calls that have not been picked up from the transferred workbasket back to the original transferor.

You should enable this agent after you install Pega Customer Service.

Solution 2

In another reported scenario, the Data Transform Service Class Application Level Setting contains an extra step (Step 15) that sets .ServiceCaseClassGroups(<APPEND>).Name equal to "PegaFS-SCM-Work". 

To resolve the issue for this scenario, remove the extra step (Step 15).

Solution 3

In CSServiceCaseSettings, Line 13 is set as shown below:

.ServiceCaseClassGroups(<APPEND>).Name equal to "PegaIns-Serv-Work" Line13 after: Set .ServiceCaseClassGroups(<APPEND>).Name equal to "PegaCA-Work-Service"

Correct Line 13 as shown below:

.ServiceCaseClassGroups(<APPEND>).Name equal to "PegaCA-Work-Service"

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