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Pega Customer Service 8.5.2

Suggest edit Updated on May 20, 2021

Pega Customer Service 8.5.2 includes fixes for the following customer-reported issues. The release also includes fixes identified internally.

Resolved issues in Pega Customer Service 8.5.2

Issue IDDescriptionVersion fixed
SE-67723Resolved an issue with stack trace produced when a Customer Service Representative (CSR) accepted a warm transfer after the customer disconnected, and when the transferring CSR cancels the transfer after it is accepted.

8.3.1 hotfix

8.5.2 patch

SE-69120Resolved an issue which caused exceptions to be printed in the log when loading the search screen for Interaction case for Inbound call, Research Interaction, and Outbound Call.

8.2.0 hotfix

8.5.2 patch

SE-69286Resolved an issue with the Accept button incorrectly displayed in the Review harness when the CSR has multiple tabs open, and one of them is a call interaction.

8.3.1 hotfix

8.5.2 patch

SE-69160Provided an extension point in the StartInteraction activity to set the interaction class for an implementation team based on business use cases involving the InteractionProperties page.

8.4.0 hotfix

8.5.2 patch

SE-68642Resolved the issue of messages not reaching the available CSRs post-Facebook page integration. The messages would get queued up to be assigned to an available CSR, affecting all CSRs. Some of these requests could take anywhere from 30 minutes to over 24 hours for a CSM to be assigned.

8.4.2 hotfix

8.5.2 patch

SE-69649Addressed an issue of intermittent DB4919 alerts in the production environment post-upgrade from 8.2.2 to 8.2.8.

8.2.0 hotfix

8.5.2 patch

INC-159063Resolved an issue of messages (text messages and emojis) not showing up in the customer's chat history window when the customer sent messages using the send button during a Pega Chat session.

8.4.1 hotfix

8.5.2 patch

SE-69814Resolved an issue with uploading images when Akamai's security layer is turned on. Due to Akamai's security layer, whenever the customer sent an image, the image would not be uploaded, and after that, the chat would become unavailable.

8.4.0 hotfix

8.5.2 patch

SE-67689After configuring the messaging channel within the App Studio, the CSR was able to subscribe to queues, but when the CSR clicked on the Make Me Available option, the chat icon turned green with a red notification signaling an issue. This issue is now resolved, enabling the CSR to log into the chat server.

8.4.2 hotfix

8.5.2 patch

SE-67006Resolved an issue in which the integrated voice and data transfer screen was not visible after the transferred call was accepted if the Pega Call volume icon was enabled.

8.4.2 hotfix

8.5.2 patch

SE-69721Resolved an issue with hover text not showing up in the second interaction after closing the first interaction for the same contact.

8.3.1 hotfix

8.5.2 patch

SE-70242CSR Agents could not accept an incoming chat; the chat must either be declined or expired for another agent to pick up. This issue is now resolved.

8.4.0 hotfix

8.5.2 patch

SE-67275Addressed the issue of not being able to download the attachments in the chat interactions when the repository is set to S3.

8.3.1 hotfix

8.5.2 patch

SE-67953Due to GDPR and security issues, there was a need to remove the attachment icon in Pega Chat. However, this was not possible as the attachment feature doesn't have an on/off configuration option for Pega Chat. The default option is "on." This issue is now addressed.

8.4.2 hotfix

8.5.2 patch

SE-67821A security issue was identified wherein the injected malicious JavaScript code in the form fields got executed. The Cross-Site Scripting (XSS) issue arose because of using a non-auto control DisplayAsLiteral in the AuditDetails section. This issue was addressed by replacing the control with an auto-generated text control.

8.3.0 hotfix

8.5.2 patch

SE-67566Error messages were encountered on the Tracer window on executing Java step-4 in the CPMLoadInteraction activity. The errors occurred when an interaction for Organization was opened second or subsequent times as the index for the interaction ID was set to -1. This issue is now resolved.

8.3.0 hotfix

8.5.1 patch

SE-67947As part of the My Work tab, the My Worklist widget is configured in the Interaction Portal. It was observed that clicking on the cases in My Worklist threw an error, which showed up in PDC- EXCEPTION-2455- InvalidReferenceException.pyStatusWork. This issue is now resolved.

8.4.0 hotfix

8.5.2 patch

SE-68214A service intent process was configured to create a temporary work object that would persist later in the flow. However, an error - Unable to open an instance using the given inputs: ASSIGN-WORKLIST !HCENTITYVALIDATION - occurred when the user tried to cancel the work object even before it persisted. This issue is now addressed.

8.4.0 hotfix

8.5.2 patch

SE-68278A service case in mashup (also known as a stand-alone case) invoked the out-of-the-box (OOTB) data page without any parameters, which resulted in errors. This issue is now resolved.

8.1.0 hotfix

8.5.2 patch

SE-68618Post upgrade from Pega 7.4.16 to 8.4.2, it was observed that the report data explorer section is in blue and hence is not properly visible for the users compared to Pega 7. This issue resulted due to the modification of the HeaderTabbed CSS class in the CS layer. This issue is now resolved.

8.4.2 hotfix

8.5.2 patch

SE-68554In the Start my day functionality, the Start my day popup was not getting closed if the Start my day automation exceeded 60 seconds. As a result, the Interaction Portal hung, and the user was unable to click anywhere. The user had to refresh the portal to continue to work. This issue is now resolved.

8.2.0 hotfix

8.5.2 patch

SE-67994Pega Chat fine when launched. However, on browser refresh, the chat window hung with a message Loading. There were no errors in the browser console. However, the Pega log displayed an error message about the failure of the Pega chat authentication. This issue is now addressed by allowing specific activities and streams in the CSRF settings.

8.3.3 hotfix

8.5.2 patch

SE-70103Resolved a security issue of Cross-Site Scripting (XSS) code getting injected into the chat.

8.3.0 hotfix

8.5.2 patch

SE-70374Resolved an issue with 7.4.0 hotfix missing in CS 8.4 by porting a hotfix.

8.4.3 hotfix

8.5.2 patch

SE-70365Provided an extension cyShowAttachmentIcons to show attachments icon in pzSubmitArea.

8.3.0 hotfix

8.5.2 patch

INC-157778Resolved an issue of advance search not working as expected.

8.2.0 hotfix

8.5.2 patch

INC-166417Resolved an issue of intent tasks not getting queued if the intent tasks were from the same class.

8.4.2 hotfix

8.5.2 patch

INC-172433Resolved an issue which caused errors when opening Voice Interaction in My Cases in the Pega Customer Service Interaction Portal.

8.4.2 hotfix

8.5.2 patch

INC-170459When an end-user connected to the CSR using the chat, the name of the end-user was displayed as {1} on the CSR end. This issue is now resolved.

8.4.0 hotfix

8.5.2 patch

SE-67920Resolved an issue with the Knowledge Management (KM) pane getting expanded, by default, when case type with screen flow in it is opened from worklist in the Interaction Portal.

8.4.0 hotfix

8.5.2 patch

SE-68338Resolved an issue with an invalid reference of the pyWorkPage property which resulted in undefined property errors thrown during validation of the Pega API.

8.3.0 hotfix

8.5.2 patch

SE-70456Resolved an issue with hover text not showing up in the second interaction after closing the first interaction for the same contact, by adding a condition in the CPMCleanInteractionPages data transform to remove the data page only if there are no interactions opened for the same contact.

8.3.1 hotfix

8.5.2 patch

INC-165846 Resolved an issue of the queue name appearing in the transfer's Destination drop-down field, even when there are no agents in that queue.

8.3.1 hotfix

8.5.2 patch

INC-168629 Resolved an issue with CPMGetContactInfo report definition where an exception occurred multiple times in PDC after upgrading to CS 8.5.1.

8.5.1 hotfix

8.5.2 patch

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