Unauthorized error while trying to reply in email interaction

General
, , , , ,
1

Team,

We have created an Email Bot and cases are getting created for Email interaction. when we try to reply/forward to customer asking to provide more information we are getting 401 Unauthorized error, Are there any where do we need to provide the access, We tried both for worklist and Work queue both are getting same error

We are using Pega 24.2

Customer-service/api/channel/v2/email/draft 401 (Unauthorized)
customer-service/api/channel/v2/email/sendemail 401 (Unauthorized)

401 Error.docx (191 KB)

2

@umamaheswar.bk

  1. Check Authentication Configuration: Ensure that the authentication settings for the Email Bot are correctly configured. This includes verifying that the service package used by the Email Bot has the correct authentication type and that the necessary credentials are provided.

  2. Access Permissions: Verify that the user roles and access groups have the necessary permissions to perform the actions. This includes checking the access roles for the worklist and work queue to ensure they have the required privileges.

  3. API Service Package: Make sure that the service package for the email interaction APIs (/customer-service/api/channel/v2/email/draft and /customer-service/api/channel/v2/email/sendemail) is correctly set up and that the authentication method specified in the service package matches the credentials being used.

  4. Pega Logs: Check the Pega logs for more detailed error messages that might provide additional insights into why the authentication is failing. This can help identify if there are any specific issues with the configuration or credentials.

3

@Avinash Swargam

I’ve checked the Auth settings it is perfectly fine no issue with permissions as well.

Still this is not working for Reply and forward, I’ve attcthed the screen shot

we are getting 401 unauthorized error when i clik on Reply/Forward .. i believe some where auth is missing can i can where we need to set it for Send and Frd emails

4

@umamaheswar.bk

Fixed my self with custom oAuth