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Troubleshooting: "NullPointerException in SafeURL.put(key,value) {ThreadName}, {undefined}" launching Service Case in CPM

Suggest edit Updated on September 25, 2019

Summary

After upgrading from Customer Process Manager (CPM) 6.1 to 6.3 SP2, opening an interaction from a worklist then launching a Service case (S-case) under that interaction results in the following error:

NullPointerException in SafeURL.put(key,value) {ThreadName}, {undefined}

Explanation

This error can occur after upgrading from CPM 6.1 to 6.3 SP2 if your CPM application still makes calls to the older HTML record CPMRightFrame_SRC, and the JavaScript function EventMGMT_ProcessTabLoaded is missing the ThreadName parameter.

The HTML record CPMRightFrame_SRC was a key component in older CPM releases. However, out-of-the-box flows in later CPM releases evolved to use a newer set of JavaScript files (for example, files like pega_cpm_tabbednavigation), which when used will not generate this error.

Suggested Approach

Follow the appropriate steps below, based on which version of CPM you are running.

Steps to Resolve if you’re Running CPM 6.2 SP4

If you are running CPM 6.2 SP4 on PRPC 6.2 SP2, refer to the steps below to request HFix-6500.

  1. Contact Pegasystems Global Customer Support (GCS) and request HFix-6500.
  2. Follow the instructions in the HFIX-6500_ReadMe.txt file.

Steps to Resolve if you’re Running CPM 6.3.x or Later Releases

If you are running CPM 6.3.x or a later release and your CPM application still calls the older HTML record CPMRightFrame_SRC, then follow the steps below.

  1. Open CPMRightFrame_SRC and look for the following line of code:

EventMGMT_ProcessTabLoaded(t.sSrcID,t.TabUniqueID);

  1. Update the code to include the additional ThreadName argument as follows:

EventMGMT_ProcessTabLoaded(t.sSrcID,t.TabUniqueID,t.attribs.ThreadName);

Additional Information

Customer Process Manager

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