We are creating a case from Email channel by using an email bot.
In case we are getting a Email widget on right side as pega OOTB feature.
When case is getting resolved or re-open, the refresh is not happening to Email widget and showing reply and forward buttons not as expected.
We we debugged we Identified that the a triage case is getting created by email bot which is responsible for the widget behaviour and same is running in the other thread.
Hence the refresh happening in our business case level is not getting applied to the widget.
Is there any work around for this in pega Constellation or we should consider as product issue.
Please trigger this activity to refresh the widget. The purpose of the activity is to send the payload to message service to refresh the widgets when case is processed.
pxC11NPublishCaseWidgetsRefresh
Could you please help clarify the following, as we understand that the Reply and Forward options are currently not visible in the Email Widget for the Service Case?
As mentioned, the Service Case was reopened after it had previously been resolved. Could you please confirm the status of the corresponding Email Triage (ET) case?
If the ET case had already been resolved, the Reply and Forward actions may no longer be available for processing emails. In such a scenario, one possible approach would be to evaluate whether the ET case should also be reopened when the associated Service Case is reopened, allowing users to continue working with the email conversation.
Could you please confirm whether the ET case remains open or if it was resolved prior to reopening the Service Case? This information will help us better understand the behavior being observed.
Thank you.