Idea

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SaurabhG2392 Member since 2013 24 posts
Accenture
Posted: 2 years ago
Last activity: 2 years 8 months ago

CAParentID replacing for a Service cases

User created interaction I-1 and service request SR-1 so the CAParentID for SR-1 is I-1. User created another interaction I-2 for the same contact and opened SR-1 from I-2 from Suggested task list. The CAParentID for SR-1 is replacing with I-2.

While we open same SR-1 in Review Harness/Open Harness we see that Interaction ID is still I-1.

We have a business requirement to have a static Interaction ID for an intent which should be the originating Interaction ID always and should not be changed while opening up Intent from another Interaction as well as should not change while user takes any action(Take ownership) on the open Intent from another Interaction.

***Edited by Moderator Marissa to update SR Details***

Pega Customer Service SR Exists
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