Suggested Articles non working for routed cases

General
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1

Hi Everyone,

I am currently facing a problem with pega knowledge management “Suggested Articles”.

Before routing a case to a specific operator, I am able to add suggested articles to the case using configuration tools form the others action menu and Articles are being suggested and I am seeing a count of number of suggested articles and by opening the km window I am able to see the suggested articles it self.

After the case is being routed to a specific user, The suggested articles are not visible and even I am trying to add the suggested articles. Still it is not workign.

What might be the Reason for this issue? Can anyone please suggest me an approach to resolve this issue.

Regards:

Manoj Katta

2

@KATTAM13 Hello !

Please look for the below reasons.

  1. Any one of the Ruleset in the application stack should have unlocked. Because a Data-Transform is holding the suggested articles for casetype

Check the DT “CSFASuggestedArticles” in your casetype class. This holds the knowledge articles pzinskey you suggested

Debug the DataPage “D_KMArticlesForFlowAction”. In your clipbaoard on all the paramters paased.

When you selected the suggested articles and click on save, check the logs and trace the event for any fail / errors recorded.

Thanks,

Matheswaran

3

@MatheswaranRavi

Hi,

the DT “CSFASuggestedArticles” is not getting triggered any where in the whole process.

And the parameter flow action name for the “D_KMArticlesForFlowAction” is getting “Null” if the case is created by the user. But for the routed cases it is getting with different ‘flow name.’ will it cause any issue. What does the parameter flow action does to this.

Please help me out..!!

Regards:

Manoj k.

4

@KATTAM13 if you need our support team to look into this, please log an issue via the MSP and provide the INC id here so that we can help track it.