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Pega Customer Service 8.6.2

Suggest edit Updated on May 20, 2021

Pega Customer Service 8.6.2 includes fixes for customer-reported issues as well as issues identified internally.

Resolved issues in Pega Customer Service 8.6.2

Issue IDDescriptionVersion fixed
INC-185189Resolved an issue where the Save and Refresh work objects on conflict didn't work with optimistic locking for Prior Authorization Request Case Type in Pega Care Management.

8.4.4 hotfix

8.6.2 patch

INC-184773Searching an SR id in the search textbox in My Worklist or My Work Basket worked fine, but removing the SR ID from the search textbox and then clicking on the refresh icon displayed the previous search results. This issue is now resolved.

8.4.4 hotfix

8.6.2 patch

INC-190845Resolved an issue where the chat cookies were not being set properly when using the Chrome browser by updating the SetCookie function in the ChatLoader js file with ;SameSite=none;Secure.

8.6.0 hotfix

8.6.2 patch

INC-193559Resolved an issue where the RestartChatQP job scheduler was failing sporadically by updating the RestartChatQP logic to start the Queue Processor only if the state of the Queue Processor is not in the running state.

8.6.2 hotfix

8.6.2 patch
ISSUE 670928Resolved an issue where requeueing a chat to another CSR in Web Messaging resulted in an error when the first CSR accepted the chat but closed the interaction.

8.6.1 hotfix

8.6.2 patch

ISSUE 670186Resolved an issue where the interaction launched, but the chat component was not loading during Zero Downtime Upgrade (ZDU). The issue occurred because the config sets returned empty values when the config sets were not saved in AppStudio. This issue has been handled by modifying the code so that it holds some default values for config sets.

8.6.1 hotfix

8.6.2 patch

ISSUE 679533Resolved an issue with the Legacy Webchat UI where there's no portal defined for the template operator access group.

8.6.2 hotfix

8.6.2 patch

ISSUE 680683The system threw a null pointer exception when a CSR sent three specific out-of-the-box phrases. Also, the application was not responding to send new text messages until the browser was refreshed. This issue is now resolved.

8.6.2 hotfix

8.6.2 patch

INC-176912Resolved an issue where the toaster popup was not getting displayed when the CSR received a phone call, and a security alert was registered in the Security Alert Log.

8.5.0 hotfix

8.6.2 patch

ISSUE 672916Resolved an issue where a close icon was displayed next to the task name when the task is added by providing the extension code changes.

8.5.2 hotfix

8.6.2 patch

ISSUE 676587

When CommonSayings has an empty category, a PLACEHOLDER is added. Upon importing the excel sheet with phrases (not adding manually), the new phrases are imported into the category, but the PLACEHOLDER also remains. This issue is now resolved by using the following actions:

  1. Added a new when rule HasSayingsList to display categories only when they have sayings list in the navigation DisplayCommonSayingsCategories.
  2. Deleted the placeholder phrase of a category to import new phrases for that category in the activity ImportCommonSayings.
  3. Filtered the phrases by channel parameter in GETCOMMONSAYINGFORCAT and set the default language as English when language is empty in GETALLSAYINGSCATEGORIES activity.

8.4.4 hotfix

8.6.2 patch

ISSUE 677367Resolved an issue where there was a need to clone the interaction during the CS phone transfer by providing an extension point.

8.5.2 hotfix

8.6.2 patch

ISSUE 678629Resolved an issue where the subsequent emails were not being received, once the case status changed to Resolved-Completed.

8.6.2 hotfix

8.6.2 patch

ISSUE 674697Resolved an issue where the review harness looked different for different scenarios, such as when the operator logged into CTI and when the operator logged out of CTI, where the harness should look the same for both scenarios. This issue occurred as the review harness was not appearing with a timeline and other case details. It was resolved by adding the section of case details with the interaction timeline.

8.6.1 hotfix

8.6.2 patch

ISSUE 679681Resolved an issue where the chat messages were getting repeated with a browser refresh.

8.6.0 hotfix

8.6.2 patch

ISSUE 680177When a CSR opens two Email Interactions side-by-side and replies to the first email, the subject gets updated in the second email. The Flush all instances checkbox removes all the instances of the D_CorrespondenceCase pages for all the open interactions. This caused the issue while loading the D_CorrespondenceCase pages for the interactions due to context issues while loading. This issue was resolved by removing only the D_CorrespondenceCase page in the context of the opened interaction.

8.6.2 hotfix

8.6.2 patch

ISSUE 682118Resolved an issue where the system threw an error on the Account Number search in the MS SQL DB instance. This issue occurred due to the wrong mapping of property in the data access tab of CPMContactsByAccountNumber RD.

8.6.2 hotfix

8.6.2 patch

INC-183714Resolved an issue where the system threw an error when choosing the Complete a Task action for an interaction to perform bulk actions (Manager ToolsBulk actions).

8.5.2 hotfix

8.6.2 patch

ISSUE 682467Resolved an issue where the AppStudio settings were not getting saved in build #132

8.6.2 hotfix

8.6.2 patch

ISSUE 682286Resolved an issue where transfer reasons were not populating at times during fresh install and updates.

8.6.0 hotfix

8.6.2 patch

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