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Known Issue

 Preethi Kumarswamy (Preethi_K)
PEGA
Principal Knowledge Management Specialist
Pegasystems Inc.
IN
Preethi_K Member since 2018 82 posts
PEGA
Posted: 5 days 14 hours ago
Last activity: 5 days 14 hours ago
Posted: 3 Jul 2026 2:29 EDT
Last activity: 3 Jul 2026 2:38 EDT

Service Cases do not display under Interaction case

Issue

After updating to Pega Infinity ‘25, Service cases do not display under the Interaction Case. This occurs when using the upgraded report definition, CPMGetRelatedServiceItemsDetails from the ruleset version, PegaCPMFS:08-25-01.

Symptoms and Impact

Agents are unable to view related Service cases within the Interaction Case, impacting interaction handling and case visibility.

Root Cause

The CPMGetRelatedServiceItemsDetails report is configured to include descendant classes, however,  the czLinkedInteractionID property is not optimized across all the descendant Service case classes. This prevents the upgraded report from consistently delinking the related Service cases.

Solution

Optimize the czLinkedInteractionID property across all relevant descendant Service case classes referenced by the report definition. This ensures consistent data retrieval when the report is executed with the Include descendant classes option enabled.

References

Optimizing CPMGetRelatedServiceItemsDetails report definition

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Pega Platform
Found in Version header: Pega Platform 24.2.2
Fixed in Version header: Pega Platform '25.1.1

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