Triage case section unresponsive for certain emails

User Experience
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1

Hello,

We are facing an strange issue in production where after opening the triage case, from the end user portal, for a case generated by the email bot, the screen is completely unresponsive. The user is not able to transfer the case, refresh the case, close the case or assign to himself. The browser control is working i.e refresh the browser etc. However, the case harness / section is unresponsive.

Portal - Any case worker / manager portal from where a triage case can be opened

Pega product version : 8.4 on cloud using Pega Email bot

Impact - Only affecting handful of cases created by the email bot, so the issue is not consistent for all cases

Environment - Production only

Regards,

Swapnil

2

An SR had been created for this and based on the investigation and triage for the same, it was fixed in Step 5 of ootb activity pyHighlightEntitiesInClient by changing the code from

​

json.put(“entity_value”, StringUtils.crossScriptingFilter(entity));

to

json.put(“entity_value”, StringUtils.crossScriptingFilter(entity.replaceAll(“"”,“”")));

​

3

Thank you for sharing your resolution! I have marked it as such!

Could you share the Support Case ID for our tracking?

Thanks!