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Pega Customer Service Hotfixes, version 7.x

Updated on January 17, 2023
Note: This content mentions Pega Express™, which formerly referred to App Studio. Pega Express now unifies our low-code experience strategy with our delivery methods. For more information, see the Pega Express delivery methodology.

Before you begin, determine if your application relies on the Pega Sales Automation or Pega Marketing applications in the Customer Relationship Management suite. If so, it may require additional Pega Platform or application hotfixes. For more information, see Pega Customer Relationship Management Hotfixes.  

To request a hotfix, go to your account on My Support Portal:

  1. In My Support Portal, select Create > Request Type > Existing Hotfix Request.
  2. Enter and verify the hotfix details.
  3. Select Submit.

During the Pega Customer Service installation or upgrade, import each type of hotfix in the listed order:

  1. Apply Pega Platform™ hotfixes immediately after the Pega Platform installation or upgrade.
  2. Apply Pega Customer Service hotfixes immediately after you complete the application bundle import.
  3. Apply any required Pega Sales Automation or Pega Marketing hotfixes immediately after you complete that respective application bundle import.

To see hotfix installation details, see the readme included in the hotfix.


Pega Customer Service Applications

The following tables list required hotfixes for the Pega Customer Service application.

Pega Customer Service 7.31

Required Pega Platform hotfixes for Pega Customer Service 7.31

Pega Platform VersionHotfix NumberObserved Behavior
7.3.1HFix-38629Users cannot implement the Timeline gadget.
HFix-38870The collection and analysis of Facebook comments is not working.
HFix-38971IE11 browser users cannot use the Timeline gadget as expected.

Required Pega Customer Service 7.31 hotfixes

Pega Platform VersionHotfix NumberObserved Behavior
7.4HFix-44194Customer Journey is not shown.
HFix-43562Pega Customer Relationship Management 7.31 compatibility issues on Pega 7.4.
HFix-39479Cumulative hotfix release supporting important Pega-identified issues.
7.3.1HFix-39479Cumulative hotfix release supporting important Pega-identified issues.

Pega Customer Service 7.22

Required Pega Platform hotfixes for Pega Customer Service 7.22

Pega Platform VersionHotfix NumberObserved Behavior
7.2.2HFix-31551In IE11 browser, the case type label descriptions are prematurely cut off from view; in Chrome, these label descriptions are intact but the labels inappropriately appear below the check box.
HFix-31622Connect Rest is not parsing/mapping Boolean (TrueFalse) values being returned as part of a JSON response on to the clipboard. The JSON response contains Boolean property “isEligible”, which is not getting mapped to the clipboard.
HFix-31745IE11 browser users observe a horizontal scrollbar when implementing FLEXBOX layouts.
HFix-31926Enter Actions are inactive in for Grid layouts in overlays.
HFix-32075Console errors observed when attempting to reference the Web API.
HFix-33008Pega Customer Service 7.22 integration requires Pega 7.2.2 changes.

Required Pega Customer Service 7.22 hotfixes

Pega Platform VersionHotfix NumberObserved Behavior
7.2.2HFix-32371Post-GA hotfix that addresses a number of GA issues. For details of the issues addressed, see the hotfix readme.

Changes are required to address the following issues:

  • Customer Decision Hub changes made via Pega Express are not saved in a new application.
  • The CPMNBASettings rule shows duplicate property sets, when changes are saved in Pega Express more than once.
  • The CSExpressAdmin operator does not have the rule checkout option enabled, which is required.
HFix-33459Support for the Intelligent Virtual Assistant through Facebook Messenger.

Changes are required to address the following browser issues:

  • You cannot select fields using a mouse pointer click; however, the keyboard tab key functions correctly.

  • You cannot save reports when editing, but you can ‘save as’ another report.

  • Saving a report generates the error “The Flow Action post-processing activity pzPostProcessReportDetails failed: PRRuntimeException”.


Changes are required to address the following issues:

  • URL-based content articles are not displayed in the Interaction Portal.
  • The article tooltip displays the article title instead of the article abstract.
  • Enhancements are required for the Pega Knowledge UI in Web Self-Service Portal to sync with the Interaction Portal.
HFix-35239Duplicate results are displayed in tag searches.
HFix-36121Creating a new application on Pega Knowledge fails.
HFix-37835The Pega Chat login status chat icon does not turn green to indicate active status after you log into a Pega Chat session.


  • Previous topic Pega Customer Service enhancements to prevent Broken Access Control
  • Next topic Legacy Customer Service design patterns

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