Will Cho (Will Cho)
Principal System Architect
Will Cho Member since 2008 106 posts
Posted: February 24, 2020
Last activity: May 6, 2020
Posted: 24 Feb 2020 21:31 EST
Last activity: 6 May 2020 15:38 EDT

[How to design] Displaying service errors to non-technical users

Business use case

In many client projects, Pega applications call external services to access external data.

But sometimes service calls can fail and return a bulk of complex error details. The problem is that users are often non-technical and do not want to see those technical details in UI.

On the other hand, IT wants to capture those details on UI to quickly identify the root cause and start troubleshooting.  Note that pulling those error/exception details by IT from a very large log file in production (which often have multiple JVMs that make it even more difficult to find) can often take many hours and delay the resolution process.

  • How can we balance the need between business and IT?
  • How can we come up with a reusable solution that can ensure consistent user experience and easier maintenance for future changes?

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See attached for a solution that we designed and implemented at a client who wants to adopt it as a standard across their enterprise.

Appreciate if anyone can share any feedback or other alternative to design this common use case.

Pega Platform 8.4 User Experience Cross-Industry Lead System Architect Developer Knowledge Share