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Issue: Customer journey stage criteria are missing

Updated on September 15, 2022

Use the following troubleshooting tips to help solve issues with missing customer journey stage criteria.

Pega Customer Decision Hub

Cause: The JourneyEligibility proposition filter is misconfigured

While safeguards are in place to prevent this from happening, it is possible that changes to journey stage criteria appear to have been saved correctly (with no error message), but are not present when you reload Next-Best-Action Designer and look at the criteria.

The first step should be to confirm that the JourneyEligibility proposition filter rule has been properly saved into the user’s artifacts ruleset. If the only copy exists in PegaMKT-Engine, then the save-as has failed.

The next step is to make sure that the JourneyEligibility proposition filter is in a ruleset that has an unlocked version available. This should be the case, as the journey would not be editable if the artifacts ruleset did not have an unlocked version available, but it is possible that the rules have somehow become out of sync.

Lastly, it is possible that the configured conditions have caused some sort of error that was not properly caught by the existing error handling at design time.

For all of these cases, saving the journey on the Engagement policies tab of Next-Best-Action Designer should perform the necessary rule updates that are required to retain eligibility changes. To debug this issue further, trace the SaveConfig activity in the Rule-PegaMKT-NBA-Config-Journey class. The SaveConfig activity calls the SaveNBAJourneyData activity, which in turn calls the UpdateJourneyPropFilter activity. Tracing this path will likely reveal the cause of the failure.

  • Previous topic Issue: The interaction did not get the stage that was anticipated
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