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Satya Dasika (SatyaSDasika1)
Accenture
Mr.
Accenture
US
SatyaSDasika1 Member since 2011 5 posts
Accenture
Posted: June 8, 2021
Last activity: June 15, 2021
Posted: 8 Jun 2021 13:29 EDT
Last activity: 15 Jun 2021 22:57 EDT
Solved

Email Channel not creating Case when using Customer Service Framework

Hi Team,

We started implementing Email Channel in an application. We expect a case to be created when a condition is matched. However, because we are using Customer Service Framework the case is not even getting created.

We also tried to by pass the Interaction "CPMInteraction" flow to directly go to the Driver, even then i do not see the case getting created. It just sits at the Driver and nothing happens.

 

What we expected is the channel not to even create the interaction but only the case

***Edited by Moderator: Pooja Gadige to add platform capability tag***
Pega Customer Service for Healthcare 8.5 Conversational Channels Case Management Healthcare and Life Sciences Lead System Architect