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Known issues in version 8.5

Updated on September 23, 2021

This table describes the known issues that might occur in this release.

Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes
Note: To submit new issues or find out more about known issues, or to request a hotfix, go to the Pega Product Support Community. Look up or subscribe to your Support Requests (SRs) in My Support Portal. Ensure that you refer to the issue ID (SR, BUG, or FDBK) in all communications.

Known issues in Pega Customer Service 8.5

Pega Customer Service 8.5 has the following known issues.

IDTitle and DescriptionSuggested Resolution
BUG-654317When installing the Pega CRM JAR file on zOS server, an issue with a column in the database table causes an error and the installation fails to complete.

Run an alter statement manually in the zOS database. The alter statement will be similar to the following:

ALTER TABLE FCP00DBO:pca_work_service
ADD CONSTRAINT NT pca_work_service_pkey
This issue occurs starting in patch 8.5.3. For installations and updates, if using a Microsoft SQL Server database, a server setting might cause the import to fail when the import is 99% complete. This is due to an orphan instance that is not used in any functionality and does not cause any functional issues.If this happens, repeat the import and select the File on server option. The Import wizard will install the remaining instances.

All three email reports are interdependent with a single data page

Pega Customer Service depends on platform capabilities for reporting. The platform widget reports are dependent on a common D_pyEmailAnalyticsContext data page. Any change in either of the reports - Email interactions over time, Email automation trend, and Email automation results in an overall change for the other reports as the reports are interdependent. If you change the option in the drop-down list, the other two reports are affected

Clear the filters and run the specified report again.

Currently, Post-chat survey is available only for web chat. In future updates, Pega Customer Service will extend the feature to additional supported message channels.


The bot can present only one type of post-chat survey question to customers.

SMS and WhatsApp bots configured in Pega Customer Service 8.5 don't support the Menu response types. Do not use SMS and WhatsApp bot configurations for service cases that involve displaying menus to the customers.
Facebook Messenger bots built in version 8.3 no longer work in version 8.4 or later.To configure a Facebook Messenger bot in Pega Customer Service 8.4 or later, build them using the Unified Messaging channel interface.
Bot agent menu does not work if the menu has more than 14 options.None.
BUG-588722 The email notification pop up window is shown on customer reply even though the email interaction case is open and in focus.None.
BUG-597762 After closing a chat interaction or disconnecting an agent and customer, the number of active conversations count is not always getting decreased. None.
BUG-719976Upgrades from Pega Customer Service patch 8.3 on MSSQL fail with column name mismatch.This failure applies only to systems with Pega Customer Service 8.5.x or later patch releases. The capitalization for the column name pa_account.Productid is incorrect; the correct capitalization is productid. To prevent upgrade failures, when upgrading from Pega Customer Service patch release 8.3.x to 8.5.x or later patch releases, run the following command from the Microsoft SQL Server Management Studio (SSMS) to rename the column.

EXEC sp_rename
 'productid', 'COLUMN'

Known issues in Pega Customer Service for Financial Services 8.5

Pega Customer Service for Financial Services 8.5 has the following known issues.

IDTitle and DescriptionSuggested Resolution
BUG-523045 This case was updated by Corr agent error displays when the Correspondence agent accesses the primary page while sending correspondence. The Send email smart shape updates the work page when sending correspondence. When you simultaneously access the work object, the work page data becomes stale and needs to be refreshed. To resolve this issue, use a generic activity such as SendEmail in PegaFSSCM ruleset in any case type, instead of the smart shape to send emails.
FDBK-65667 Dynamic Class Referencing issues for the Report Definition in the Assign-WorkList and Assign-WorkBasket classes. The Report Definitions in the Assign-WorkList and Assign-WorkBasket classes have hardcoded class names in the Data Access tab in the class join. In the implementation application, manually update the hardcoded class to reflect the corresponding class names in the implementation layer application.
BUG-554998 The "Reissue card" child case is not displayed in Recent cases. None.

Known issues in Pega Customer Service for Healthcare 8.5

Pega Customer Service for Healthcare 8.5 has the following known issues.

IDTitle and DescriptionSuggested Resolution

Provider 360: responsiveness issue in low resolution

A section on the “practitioner” tab does not break appropriately at low browser resolutions.

Update the template that is used by the HCLicensesInfo section.

Medicare Interaction: wrong member selected after sorting results

When starting a new interaction with a member and searching for their information, sorting the search results launches the interaction with the incorrect member.

Disable sorting in the CPMHCMemberList section. On the Operations tab of the layout properties, clear the Allow column sorting check box.

Errors on OrderIDCard & AddChildDep work objs after 8.4 to8.5 upg

After performing an update from 8.4 to 8.5, open work objects for these two microjourneys will not open.

Prior to your update, complete the cases as a preventive measure.

View Benefits: Benefit Coverage class name is hardcoded in DT

The GetBenefitNames data transform rule includes a hard-coded class name for the Benefit Coverage class.

Update the GetBenefitNames data transform in the implementation class and save it in the implementation layer.


View Benefits: claims search not limited to benefit year

The View Benefits Microjourney can display claims on a plan benefit in question, but does not limit them to the benefit year in focus.

Pass the Start date and End date to the D_FetchClaimsUsingSearchCriteria data page and update the PhraseQueryString data transform to fetch the claims within the date range.

Known issues in Pega Customer Service for Insurance 8.5

Pega Customer Service for Insurance 8.5 has the following known issues.

IDTitle and DescriptionSuggested Resolution
BUG-571612Able to run all Service Cases on expired Personal Auto Policy too.
BUG-575413Omni-Channel hand-off issues from Interaction Portal to Web Self-Service.
BUG-581973Customer intake is missing for case types launched in App Studio.
BUG-594335PegaApp- Classes conflict between PFI and CS.

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