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Resolving duplicate service cases

Updated on March 16, 2022

New service cases for Make Payment and Pause Services were created in the new Communications service work pool. Similar service cases already existed in the Foundation for Communications work pool and were deprecated in version 8.5. As a result, after updating to 8.7, duplicate tasks for the Make Payment and Pause Services cases display in the Add Tasks menu in the Interaction portal.

Pega Customer Relationship Management for Communications Update Guide

You can resolve duplicate service cases by doing one of the following:

  • If you want to continue using the old intent task, disable the intent tasks for the newer service cases.
  • If you want to use the newer case, adopt it and then disable the intent tasks for the old service cases.

For a list of deprecated case types, see Deprecated cases.

  • Previous topic Optimizing the properties in Pega Customer Service for Communications
  • Next topic Enabling settings for business conditions (Pega Customer Service)

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