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Troubleshooting Pega 1:1 Operations Manager

Suggest edit Updated on March 16, 2021

Use the following troubleshooting tips to help solve issues related to Pega 1:1 Operations Manager.

Issue: The Items I follow widget remains empty even after creating a change request

To display your change requests in the Items I follow widget on the Home page, you must click the Follow icon after you create the change request. If you selected the Follow option, but the request still does not show in the widget, make sure that the work pool for your access group is set to PegaMKT-Work-Ops.

  1. In Dev Studio, find and open the access group for your operator. For more information, see Viewing access groups and operators.
  2. On the Advanced tab, verify that the work pool for the access group is set to PegaMKT-Work-Ops.

Issue: The NewChange request option is not available

If the NewChange request option does not show in the main navigation panel, ensure that the overlay application is correctly configured.

  1. In Dev Studio, click on the name of your Pega 1:1 Operations Manager overlay application, and then click Definition.
  2. In the Presentation section, verify that the selected skin is CosmosSkin.
  3. On the Case & data tab, verify that the following case types are available and enabled:
    NameWork ID prefixImplementation class
    ChangeRequestOpsCR-PegaMKT-Work-Ops-ChangeRequest
    CreateActionOpsCA-PegaMKT-Work-Ops-CreateOffer
    UpdateActionOpsUA-PegaMKT-Work-Ops-UpdateOffer

Issue: Engagement policy details were not saved

If you enter engagement policy conditions, and then click Next without confirming the selection, the details that you enter may be lost. To confirm the selection, do the following steps:

  1. In the engagement policy details, enter the required condition.
  2. Click Use to confirm the selection after each required condition, as in the following figure:Example condition

Issue: Issues and groups do not load when you create a new change request

If you do not see any issues or groups when trying to create a new change request, check the following settings:

  • Verify that the Pega 1:1 Operations Manager overlay application exists. For more information, see Creating the overlay application for.
  • Verify that your access group can access the Pega 1:1 Operations Manager overlay application. For more information, see Creating users in Pega 1:1 Operations Manager.
  • Check the Next-Best-Action Designer configuration for your Pega Customer Decision Hub implementation application to make sure that issues and groups have been configured on the Taxonomy tab. For more information, see Next-Best-Action Designer taxonomy.
  • Verify that the built-on Pega Customer Decision Hub application has at least one issue and one group in the Proposition Management hierarchy. For more information, see Verifying implementation.
  • Verify that the pxDecisioningClass SR Class is configured in the same ruleset in both the overlay application and the Pega Customer Decision Hub application. For more information, see Verifying implementation.

Issue: Users cannot see their tasks in My Worklist and other work queues

If a case or assignment was created by an operator who had an incorrectly defined work group or team, or who is part of a team that does not have correctly defined work queues, the case or assignment may not be visible in the My Worklist queue and in other work queues. If you are unable to see assignments in your worklist, do the following steps:

  1. In Dev Studio, click ConfigureOrg & SecurityOrganizationOperators.
  2. Find and open the operator whose assignments do not show in the My Worklist queue.
  3. On the Work tab, check the team that is selected in the Team field.
  4. Log in to Pega 1:1 Operations Manager as a user with the <your implementation application>:TeamLead access group.
  5. In the left navigation pane, click My Teams.
  6. Ensure that the appropriate work queues have been added to each team. For more information, see Configuring a team in.
  7. For existing cases that were created under the wrong work group, either withdraw and recreate them, or manage them without using the My worklist widget, by opening the cases directly from the Change Request landing page.

Issue: An NBA Specialist cannot see any tasks associated with a change request

The tasks might have already been completed by another user in the user with the <your implementation application>:NBASpecialist access group. To refresh the page, click ActionsRefresh.

Issue: After all build stage tasks are completed, the change request status changes to Pending-Merge instead of Resolved-Completed

An operator in the <your Pega 1:1 Customer Decision Hub overlay application>:RevisionManager access group has opened the revision associated with the change request or the revision is in inactive state (due date has been passed). This locks the revision and causes the change request status to remain as Pending-Merge while the revision is locked. Once the lock of the revision is released by the revision manager by closing the opened revision, or the revision is updated to an active state by updating the due date, change request will proceed to the next stage.

Issue: After all change request tasks are completed, the change request status changes to Pending-Failed

One or more of the tasks associated with the change request has an error that caused the build to fail. To resolve it, send the change request back to an NBA Specialist.

  1. Log in to Pega 1:1 Operations Manager as a user with the <your implementation application>:TeamLead access group.
  2. Open the change request that is in Pending-Failed status.
  3. Open the Resolve build failure task.
  4. To see the reason for the build failure, click Show more.
  5. Return the change request to an NBA Specialist for a fix by clicking Return to build and fix.
  6. (Optional) Team lead can also move the change request to Plan stage by using Actions from left navigation or the option to reject changes and move to plan.

Issue: Cannot save criteria to a When condition in the library during the Create Engagement Policy task in the Build stage

This issue may happen if a When condition with the same name already exists in the application. Verify that you use a unique name for the When condition before you save the condition to the library.

Issue: Bundle details are not visible in a change request after enabling the Bundle setting on the Settings page

This issue may happen for change requests that were created before the Bundle setting was first enabled. Bundle details are only visible for change requests that were created after you enabled the setting.

Issue: No option to add Peer reviewer on the screen in the Plan stage

Click on the stakeholder’s widget and select Peer reviewer option from the drop-down menu and add the peer reviewer.

Note: If you are using keyboard, press Enter, then click OK to see the Reviewers on the popup.

Issue: Error while submitting the Edit Rank task in plan stage

Go to Operations ManagerSettings page and select any user as the revision manager from the list. Click Save and proceed with the change request submission.

Note: This is one-time setting per revision, once the revision is generated and another user updates this setting, or unselects the revision manager, the revision will still be in the worklist of the previously selected user.

Issue: Not able to select the persona for running the validation

This can happen when data transform for the persona is missing details for the context. To resolve this update data transform to include properties adhering to context dictionary, refer to data transform <Primary Context>Persona for reference.

Issue: Some properties are not shown for the persona

By default, there are 5 properties shown for every persona based on the properties selected in the engagement policy task.

Issue: Multiple account details are not visible for the persona

Click on the preview of the persona, move to accounts tab, then click on any account which needs to be previewed.

Issue: Change request is moved to build stage when a peer review task is rejected

This is an expected behavior. When the peer review task is rejected, all the tasks which are not completed will remain open and the configure engagement policy task will be reopened to allow work on the review comments added during the rejection of peer review task.

Issue: Team manager cannot see the work queue in the My worklist list in the Home portal

This issue might occur if the operator account of the team manager is not associated with any team. To solve this issue:

  1. Edit the operator account of the team manager.
  2. On the Work tab, specify the team that this operator manages.
Note: Team leads can view the work queues of teams other than their own, but they cannot approve other teams' change requests.

Issue: Unable to withdraw or update a revision

This can happen if you had no user with default Revision manager access group when you created the revision. You can confirm this by checking Created by and Assigned to field values being empty on the details section of the revision. To resolve this issue:

  1. Do a private check out of WHEN rule pyIsInitiator (class: RevisionManagement-Work).
  2. Update the condition to return True.
  3. Perform a private check out of Validate rule (class: Data-Party) by selecting Edit on the condition and deselecting the Required and Continue validation checkboxes.
  4. Reopen the revision and Withdraw the action.

Issue: While updating an existing treatment, system does not show internal email treatments for selection.

  • A standard change request supports creating an action with an internal email treatment. You need to create a standard change request by using the Revision management landing page.Note: Pega 1:1 Operations Manager change request does not cover the internal email treatment so you cannot create an action with internal email treatment using the Pega 1:1 Operations Manager. This issue will be fixed in an upcoming release.
  • A standard change request supports updating the internal email treatment. You need to create a standard change request by using the Revision management landing page.Note: Pega 1:1 Operations Manager change request does not cover internal email treatment so you cannot edit an internal email treatment using the Pega 1:1 Operations Manager and the option will not present an internal email treatment for selection.

Issue: Action preview shows all available treatments but there is no content visible when the internal email treatment is clicked.

The preview of an internal email treatment type is not supported in Pega 1:1 Operations Manager.

Issue: The Build stage fails when engagement policy conditions include a strategy, and the tracer shows the error message "Unable to open an instance using the given inputs: pxObjClass = "Rule-Decision-Strategy"

This issue can occur if you try to save a Strategy rule that has the same name as a deleted Strategy rule, because deleting the Strategy rule does not remove the Relevant Record entry for that rule.

To resolve this issue:

  1. In Dev Studio, search for and Data-Tag-RelevantRecord.
  2. Search for the Strategy rule name.
  3. Delete the Relevant Record for the When rule.

Issue: On clicking Save to Library, the When rule is not saved and the pop-up window does not close

This issue can occur if you try to save a When rule that has the same name as a deleted When rule, because deleting the When rule does not remove the Relevant Record entry for that rule. To resolve this issue:

  1. In Dev Studio, search for and Data-Tag-RelevantRecord.
  2. Search for the When rule name.
  3. Delete the Relevant Record for the When rule.
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