Pega auto launch second service case is not working

General
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1

Hi All,

We are facing one issue while working on auto launch service case.

Requirement:

We have 3 steps.

  1. Create out bound Interaction.
  2. Auto launch service case
  3. Do verification.
  4. automatically launch second service case once verification is completed on 1st service case.

First three steps is working as expected. We have added new Intent with some logic to launch service case. We can see all the require properties and values in the clipboard but still the third service case is not launching.

2

@SiddhabattulaSunK

:warning: This is a GenAI-powered tool. All generated answers require validation against the provided references.

Based on your description, I can see that the first three steps (creating outbound interaction, auto-launching the first service case, and verification) are working as expected, but the fourth step (automatically launching the second service case) is failing despite having all the required properties and values in the clipboard.

Possible Causes

There are several potential reasons why the second service case isn’t launching despite the clipboard containing the necessary properties:

  1. Intent Task Configuration Issues: The Intent Task rule might not be properly configured to trigger the second service case after verification completion.
  2. Condition Evaluation Problems: The “When” condition that should trigger the auto-launch of the second service case might not be evaluating correctly.
  3. Metadata Transfer: There might be issues with how metadata is being transferred from the first service case to the second one.
  4. Verification Completion Status: The system might not be correctly recognizing that verification is completed on the first service case.
  5. Ruleset Availability: The intent and associated rules might not be available in an unlocked ruleset.

Troubleshooting Steps

Here are some specific steps you can take to diagnose and resolve the issue:

1. Verify Intent Task Configuration

  • Navigate to App Studio > Case types > [Your case type] > Settings > Task behaviors
  • Check if the “When” condition for auto-launching the second service case is correctly defined
  • Ensure the Action is set to auto-launch the appropriate service case
  • Verify that the reason for suggestion is properly configured

2. Use Tracer Tool to Analyze Execution Flow

  • Enable the Tracer tool during the process execution
  • Focus on the transition between verification completion and the expected auto-launch
  • Look for any errors or unexpected behavior in the rule execution
  • Check if the expected rules are being triggered after verification is completed

3. Inspect Clipboard Properties in Detail

Since you mentioned you can see all the required properties and values in the clipboard, verify:

  • The exact property paths and values needed for the second service case
  • Any case-specific properties that might be missing or incorrectly formatted
  • Whether property references are correctly resolving at runtime

4. Review Service Case Configuration

  • Ensure the second service case is properly configured for auto-launching
  • Check that it’s assigned to the correct Add Task categories
  • Verify any dependencies between the first and second service cases

5. Check for Errors in Logs

  • Review any alerts or logs that might indicate issues with the service case processing
  • Look for error messages related to the auto-launch functionality

Specific Recommendations

Based on your description that “We have added new Intent with some logic to launch service case,” I recommend:

  1. Verify that the Intent is correctly associated with the appropriate service case type
  2. Check that the logic conditions in the Intent are evaluating as expected after verification
  3. Ensure that the Intent Task rule is configured to trigger automatically rather than just suggesting the action
  4. Confirm that all necessary properties from the first service case are being properly passed to the second one

If you’d like more specific guidance, please share additional details about:

  • The exact Intent configuration you’re using
  • The logic conditions you’ve implemented
  • Any error messages you might be seeing in the logs

References: