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Pega Customer Service known issues

Updated on May 20, 2021

Pega Customer Service 8.6 has the following known issues:

Pega Customer Service Release Notes
Issue IDTitle and DescriptionSuggested Resolution
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.

For updates, the new customer search feature is enabled, instead of the legacy customer search feature. The toggle that disables the new customer search feature (LegacyCustomerSearch) has the wrong setting (turned off) for updates.

This issue is resolved in the 8.6.1 patch release.

The toggle is renamed NewCustomerSearch, and it is disabled by default for both updates and new installations. However, the new customer search feature will be enabled automatically when a new client runs the Application Wizard to create their implementation application.

For new installations, the old customer composites feature is enabled, instead of the new customer composites feature. The toggle that enables the new customer composites feature (ConfigureComposites) has the wrong setting (turned off) for a new installation.

This issue is resolved in the 8.6.1 patch release.

The new customer composite feature will be enabled automatically when a new client runs the Application Wizard to create their implementation application.

The Start My Day window location of the Microsoft Windows calculator is no longer determined based on where the user previously moved the calculator.None. The Microsoft Windows OS determines the behavior and location of these window types.
A bot can present only one type of post-chat survey at a time.None.
SMS and WhatsApp bots configured in Pega Customer Service 8.5 don't support the Menu response types.The bots support a text-based version of the menu.
Bot agent menu does not work if the menu has more than 14 options.None. By design, the bot agent menus should be limited to 14 items or less, and will not work with more than 14 options.
Facebook Messenger bots built in version 8.3 no longer work in version 8.4 or later. None. There is an improved Facebook integration through the Digital Messaging service.
The Messaging attachments tab in the Chat and messaging settings is for a future release, and the ability to configure the settings is disabled at this time.This issue is resolved in the 8.6.1 patch release.
ISSUE 584539

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. A change in any of the email 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.

None. To provide a consistent view to operators, refresh all email charts whenever any setting is changed in one chart. Also, move the 'Email account' field to the top-most toolbar so that there is no repetition of drop-down lists.
ISSUE 647460The list of customer search types presented to a CSR might be in a different sequence than what you have defined on the App Studio, Customer search page. None.
ISSUE 668684Timeouts flow requeue issue in Web MessagingNone.
ISSUE 670186Chat component is not loading in ‘Data- Upgrade- DML only & Enable Rules’ phase during zero down time update.

To view the React chat components in the chat panel in Interaction Portal perform the following steps:

  1. In the header of Dev Studio, click ConfigureSystemReleaseToggles.
  2. Select the IsConfigSetsEnabled identifier, and then enable the Enable toggle for all button in the Edit toggle dialog.
  3. Switch to App Studio, and then on the left navigation pane, click SettingsConfigurations.
  4. In the Configurations section, edit the values of the corresponding configuration settings to true or false under Chat & Messaging CSR Settings.
    Note: Selecting true or false enables or disables the corresponding chat component feature in the chat panel in Interaction Portal.
Images and emojis are coming as html code for existing chat interactions that are created before update to 8.6.1.Customers updating from an earlier version of Pega Customer Service using Chat and allowing users to embed images as part of the chat interaction will see the images attached separately on the I- case, instead of being inline within the saved chat transcript. The chat transcript will have HTML references to the images instead. This behavior will be for older I- cases only. Images will be saved inline in the chat transcript for any customer chats performed after the 8.6 or the 8.6.1 update.
ISSUE 719976

Upgrades from Pega Customer Service patch 8.3 on MSSQL fail with column name mismatch.

This issue was identified in the 8.6.4 patch release.

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'
ISSUE 721813

Create lead case type shows Wrap up screen instead of Confirm screen.

This issue was identified in the 8.6.4 patch release.


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