Posted: 28 Mar 2016 6:38 EDT Last activity: 6 Apr 2018 19:26 EDT
Opening Old Interactions created in CSRPortal in CPMInteraction Portal
I believe the old interactions created in CSRPortal will not work in CPMInteraction portal when we upgrade from V6 to V7 (which has Pega Customer service 7.3 or higher) or when we update from CPM 7.1 or CPM 7.2 to Pega Customer service 7.3 or 7.4. However the existing service cases will work without any issues.
Is there a hotfix available to fix existing interactions so that they work without any issue in CPMInteractionPortal?
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This behavior is present by design. It's not a bug, hence there is no hotfix available. Interaction are meant to be short lived cases, typically resolved during the course of a single Phone Call. Old Interactions are available to Review at a later time, but not to Perform.