Customer Service HC - Issues with Wrap Up functionality and CPM Portal Context
We are facing the below issues while upgrading from Pega 6.2 to Pega 7.1.9. The framework has been upgraded to CPM 7.1.4. We are using the new CPMHCInteractionPortal.
In the interaction driver screen, while clicking on 'Wrap Up' button, the interaction case is getting displayed in 'Review' harness, and after clicking on 'Close' button present on 'Review' button, it is coming back to the wrap up flow action, and when we try to submit the wrap up flow action, it is showing lock lost related error.
In the interaction driver screen, for some particular categories, such as 'Provider' / 'Group', when we are done with a particular intent task / service item, and hit the 'confirm' button, it is not coming back to the interaction driver screen, instead the whole interaction case tab is getting closed. I found that 'D_CPMPortalContext' data page's pyID value is blank in those scenarios.
If any one has faced the above issues please let me know so I can work on to resolve the above issues.
Thanks a Lot !
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Yes, in 6.2 CAWrapUp flow was customized. So we retrofitted those changes back in the new CPMWrapUp flow previously only, but the above problem persisted. For 'Provider' category, wrap up is working fine, but for 'Member' category, it is showing the review harness of the interaction case (as stated above). Any idea why this is happening ?