We are implementing an app that automates screen operations on Salesforce using Pega RPA, but due to the version upgrade of Salesforce (Spring24), an issue has occurred where it does not operate correctly.
Therefore, could you investigate and provide guidance on countermeasures based on the following information?
※Versions used
Pega Robot Runtime v19.1.115.0
Pega Browser Extension 3.1.7
Background
・An app that operates screens on Salesforce was built using Pega RPA.
・It was operating normally until before the version upgrade of Salesforce (Spring24).
・It operates on the Edge browser, using the Pega extension turned on.
Issue
After the version upgrade to Salesforce (Spring24), the operation of Pega stops at the Salesforce login screen. Even manual login results in an error under these circumstances. Therefore, when the Pega extension on the Edge browser is turned off, manual login is possible. However, with the Pega extension turned off, Pega does not operate.
What has been checked
・When the extension is turned on, “Pega.Web.MessagingHost.exe” starts, but forcibly terminating “Pega.Web.MessagingHost.exe” while the extension is ON does not change the situation, and a login error occurs.
・Even after selecting “Specific sites” for the extension’s “Site access” and registering the following sites, the issue persists, and a login error occurs.
https://tmn-anshin-cc.lightning.force.com/*
https://tmn-anshin-cc.my.salesforce.com/*
Confirmed with Salesforce
Upon checking the HAR file on the browser, it was discovered that there are differences in behavior between successful login and failed login. Details are in the attached file.
Request for confirmation
Since there are differences in Salesforce’s behavior with the Pega extension turned on and off, after reviewing the details in the attached file, we would like to receive guidance on any countermeasures that would allow normal operation even with the Pega extension turned on.
@SatoshiK17114718 You should open a support request and work with our support team to investigate this issue. I am unaware of any issues recently resolved regarding Salesforce applications, so this is likely something our support team will need to work with you on to collect the appropriate data and determine the best way to resolve it.
@ThomasSasnett
thank you for your reply.
When we asked Salesforce, "Are there any inquiries or examples of similar incidents occurring at other companies?", the response was that there was nothing in particular.
How can I investigate with the support team?
↓
Now that you know how to create a support request ticket, you can proceed there.
・Support＞My Support Portal＞Create a Ticket
@ThomasSasnett I’m assuming that you will not be logging product support tickets on behalf of our client
Therefore:
@SatoshiK17114718 please familiarize yourself with becoming affiliated and assigned the relevant Support Role from your Pega Account Administrator.
Administering Support Accounts
Your company will have had an Account Administrator assigned - locate that person and they will give you the necessary User Roles to access our MSP portal.
MSP FAQ
Once this is done you can log the support issue and provide the INC id here so that we can help track it.
If you need details on How to get Support and getting MSP portal access, please see this question which I’ve recently answered.
@MarijeSchillern Thank you. I have raised a ticket with INC-B12828, so please support us accordingly.
@SatoshiK17114718 can you give us an update?
In INC-B12828 you were advised 2 weeks ago that you needed to install extension other than PBE and test the behaviour of the Web application and also test the issue with latest release of PBE i.e. Pega Browser Extension 3.1.24 which is available with Pega Robotics version 19.1.137 .
Information in the ticket shows that you were unable to replicate the issue in the development environment . The cause was due to the PBE settings where “Site Access” was set to “Click,” hence no error occurred. In the production environment, this setting is set to “All sites,” and with the same settings, the issue could be replicated.
Regarding the verification with other extensions besides PBE turned on, you were able to log in, suggesting that PBE is likely involved. You informed GCS that you were using Pega Browser Extension 3.1.20.
Our GCS team closed the ticket but it would be good if you could mark this reply with ‘Accept Solution’ if your issue is now resolved with the use of the latest PBE .