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Pega Customer Service 8.5.3

Suggest edit Updated on May 20, 2021

Pega Customer Service 8.5.3 includes fixes for the following customer-reported issues. The release also includes fixes identified internally.

Resolved issues in Pega Customer Service 8.5.3

Issue IDDescriptionVersion fixed
INC-173676Resolved an issue where special characters were being converted to ASCII codes in Pega Chat when a CSR sent a message to the customer, and the customer received it. This issue was resolved by using oSafeURL instead of SafeURL_createFromURL(oSafeURL.toURL()).

8.5.2 hotfix

8.5.3 patch

ISSUE 672189 Resolved an issue where CSR could not preview the image when the interaction was opened in review mode.

8.5.2 hotfix

8.5.3 patch

INC-175036 Resolved the issue of common phrases reference where the display name of the operator was not being displayed as expected.

8.5.0 hotfix

8.5.3 patch

INC-172262 Resolved an issue where the case tab was being displayed as blank, which was working as expected in the earlier versions. 8.5.0 hotfix

8.5.3 patch

INC-180394Resolved the Pega CRM upgrade guide issue by replacing PegaCALLwithCRM_patch.jar file with PegaCALLwithCRM.jsr file in the document. 8.5.2 hotfix

8.5.3 patch

INC-171750 Resolved an issue where the system displayed no content upon page load in App StudioSettingsGeneral. 8.5.0 hotfix

8.5.3 patch

INC-181241Resolved an issue where the calendar information showed an error due to pyCalendarEvent. 8.5.2 hotfix

8.5.3 patch

INC-180166Resolved an issue of discrepancies with Queue Monitor report that is available as part of Manager tools by updating the rule RemovingQualifiedCSRPage data transform, clearing D_ActiveConversationsForCSR[OperatorID:.pyUserName] on refresh, and updating RemoveAssociatedDataPagesOfOperator and data transforms to remove pages. 8.5.3 hotfix

8.5.3 patch

ISSUE 654888Resolved an issue of not being able to launch service case in email interactions by adding the pzBaseLanguage property on ET case in the post-processing activity of D_pxGetInteractionDetails data page.8.5.2 hotfix

8.5.3 patch

ISSUE 674934Resolved an issue where the Enable assistant and the Enable suggested replies checkboxes in App StudioSettingsChat and messagingAugmented Agent were disabled.8.5.3 hotfix

8.5.3 patch

ISSUE 675433Resolved an issue where the images sent by CSR were not reaching the customer by using prod Artemis server instead of dev Artemis server. 8.5.3 hotfix

8.5.3 patch

ISSUE 675435Resolved an issue where the manager could not see the transfer message when the chat was transferred to another CSR. This issue occurred as the message source ID was not set for the system messages. 8.5.3 hotfix

8.5.3 patch

ISSUE 165603Resolved the issue by reinstating CACTIReassignToTransferor, which was accidentally deprecated.8.5.2 hotfix

8.5.3 patch

ISSUE 652625Resolved an issue where the knowledge management-related data pages (D_KMSuggestedContent, D_KMFASuggestedContent) were still loading even after disabling the knowledge management option in App Studio.8.4.0 hotfix

8.5.3 patch

ISSUE 652626Resolved the issue with generated emails missing certain UI elements when sent by adding fixed height for the attachments section in the pyReply section rule. 8.3.0 hotfix

8.5.3 patch

ISSUE 652627Resolved an issue where quick close configuration of interaction didn't work as expected. When Auto quick wrap-up is selected from quick close configuration, closing the tab of the interaction should wrap up the interaction automatically and set the status to Resolved-Completed. 8.4.3 hotfix

8.5.3 patch

ISSUE 652628In OOTB Final Activity rule CPMChangeContext of Class PegaCA-Work, at step no 10, while invoking another OOTB activity CPMLoadInteractionIntents, the value of the property CurrentInteractionID was not getting passed correctly to the InteractionId parameter as the step page context was not Primary. Due to this, the null value was getting set to the InteractionId parameter. All the subsequent activity rules were failing as those activity rules referred to data pages that require the correct InteractionId parameter value. This issue is now resolved. 8.2.0 hotfix

8.5.3 patch

INC-175073Resolved an issue where the upload functionality of the chat window doesn't display the delete icon (trash can) after an attachment is selected but not yet uploaded to the server.8.5.0 hotfix

8.5.3 patch

INC-172994 A user signed in to a queue for web chat. When the chat was routed to the agent, an error was written to the log stating the required input was missing for the data page ChannelUserInfo. This issue is now resolved. 8.5.0 hotfix

8.5.3 patch

ISSUE 659788Resolved an issue where the tab refreshed unnecessarily on every launch of SI and caused performance issues. The property set added in CPMPerformDefaultInternals was causing the issue.8.4.0 hotfix

8.5.3 patch

ISSUE 659817Resolved an issue with bot failure escalation, where the escalation worked for chat but not Unified Messaging. 8.4.0 hotfix

8.5.3 patch

INC-162654Resolved an issue where an error occurred when resolving the report definition. Rule resolution can be enabled only for RD with the class as Rule-Data-Summary or in Rule hierarchy. Since the checkbox for descendant class instance was enabled in czRuleResolvedByApplication RD, the error occurred. 8.5.0 hotfix

8.5.3 patch

INC-171697 Resolved an issue where it was not possible to create a service request for an interaction case due to an error while resolving the report definition. 8.4.0 hotfix

8.5.3 patch

ISSUE 660570Resolved the formatting issue with datestamp in the chat log export. 8.5.0 hotfix

8.5.3 patch

ISSUE 660879 Resolved an issue where the agent was unable to accept the chat as the screen froze. This issue occurred when the customizedDisplayName was set to null in the function: AcceptInvitation. The null check is added now, and if it is null, the value will be set.8.4.2 hotfix

8.5.3 patch

INC-174590Resolved an issue where a blank screen was being displayed on opening an Interaction case (work object) by adding a snippet for debounce login in pyAssignmentsLabel non-auto control.8.5.1 hotfix

8.5.3 patch

SE-70447Resolved an issue of importing common phrases functionality of CS FW where the system threw errors when importing files with file names containing special characters as in Common phrases (4). 8.4.3 hotfix

8.5.3 patch

INC-180288Resolved an issue where the null pointer exception occurred on clicking the CSR Assistant button in a live chat service case. This issue is resolved by encoding the params to avoid the null pointer exception. 8.4.3 hotfix

8.5.3 patch

INC-180527Resolved the issue with the chat maximum wait time configuration by updating the MaxWaitTime limit to 5 characters. Earlier, there was a character limit in the queue configuration, due to which it was possible to set to a max of 9999 secs which is 2.78 hours.8.5.2 hotfix

8.5.3 patch

ISSUE 665815Resolved an issue where the user was observing an error on clicking wrap-up action. The error occurred because the interaction id was not getting passed due to failure in the activity step. 8.3.1 hotfix

8.5.3 patch

ISSUE 668416Resolved an issue where the follow-up messages were not getting updated in the German language.8.4.3 hotfix

8.5.3 patch

INC-183714 Resolved an issue where the system threw an error on choosing the Complete a Task action when performing the bulk process. 8.5.2 hotfix

8.5.3 patch

ISSUE 673488Resolved an issue where the auto-launch for Unified Messaging channels was not working by updating the czMCPMessageEventHandler on load function.8.4.4 hotfix

8.5.3 patch

INC-187926Resolved an issue where the chat queue position was often a negative number by adding a check not to publish the message if the queue position is negative in czfetchroutingdestination. 8.5.2 hotfix

8.5.3 patch

ISSUE 651944Resolved an issue where the download transcript option was not working for web chat. 8.5.2 hotfix

8.5.3 patch

ISSUE 660571

Resolved an issue with the chat export where the word "said" could not be translated to dutch. For example, in Local.sOriginator +" said - "+ .pyMessageBody + " @ " +.Timestamp + "\r\n", the word "said" was hard-coded.

8.5.0 hotfix

8.5.3 patch

ISSUE 662577Resolved the issue where agents were unable to accept Pega chat request by updating czIsConversationEnded to conclude a conversation as end chat if D_ConversationStatus[ConversationID:.czConversationID].czChatConversationStatus is null.8.3.1 hotfix

8.5.3 patch

ISSUE 664818Resolved the issue where the rule override warning was not working by updating the czCheckIfRuleIsCSCore to fetch the record properly. 8.5.0 hotfix

8.5.3 patch

INC-188949Resolved an issue where the service case also got transferred along with the interaction by proving an extension HandleTransfer to skip the processing of service cases.8.5.2 hotfix

8.5.3 patch

ISSUE 675525Resolved the issue where there was no option to save case template configurations due to the absence of an open rule set. 8.5.3 hotfix

8.5.3 patch

ISSUE 661374Resolved an issue where the Start my day settings in PRPC were not getting saved to the next iteration and not working as expected.8.5.1 hotfix

8.5.3 patch

Known issues in Pega Customer Service 8.5.3

Issue IDDescriptionSuggested Resolution
ISSUE 654317When installing the Pega CRM JAR file on zOS server, an issue with a column in the database table causes an error and the installation fails to complete.

Run an alter statement manually in the ZOS database. The alter statement will be similar to the following:ALTER TABLE FCP00DBO:pca_work_service ADD CONSTRAINT NT pca_work_service_pkey PRIMARY KEY ("PZINSKEY") @

For installations and updates, if using a Microsoft SQL Server database, a server setting might cause the import to fail when the import is 99% complete. This is due to an orphan instance that is not used in any functionality and does not cause any functional issues.

If this happens, repeat the import and select the File on server option. The Import wizard will install the remaining instances.

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