
Troubleshooting DX components
Pega Customer Service uses several Constellation digital experience (DX) components. The functionality of your Customer Service application is at risk if any of the components have errors or fail to load, which can negatively impact users. This topic covers some likely causes for the DX components malfunctioning and how to troubleshoot them.
The following list describes the DX components that are available in your Customer Service application:
- Home screen components:
- The Knowledge articles pane, as shown in the following figure:
- The Incoming call notification, as shown in the following figure:
- The Knowledge articles pane, as shown in the following figure:
- During an interaction:
- The interaction timer.
- The Suggested actions widget.
- The Customer inquiry pane.
- The link control to open Cases from the Case ID column on the Recent activity tab.
The following figure shows the interaction components:
DX components are not loading
The most likely cause of DX components not loading is incorrectly configured dynamic system settings. To solve this issue, in the Dynamic System Settings of Dev Studio, verify that the following settings are correctly configured:
- ConstellationPegaStaticURL
- ConstellationSvcURL
The following image is an example of a customer interaction where the DX components are not loading:
Use the following these steps to ensure that the components work as expected:
- Log in to Dev Studio
- In the navigation pane of Dev Studio, click Records.
- Expand SysAdmin, and then click Dynamic System Settings.
- In the Setting Purpose column, click Filter.
- In the Search Text field, enter ConstellationPegaStaticURL, and then click Apply.
- Open the setting, ensure that the Value field contains the appropriate URL, and then click Save.
- Repeat steps 4 through 6 for ConstellationSVCURL.
- Verify that the Interaction portal is now loading properly.
The following figure shows the ConstellationPegaStaticURL dynamic system setting:
Error message "Failed to display content. Contact the application administrator"
If a particular component gives the error message "Failed to display content. Contact the application administrator," perform these steps to find the root cause of the issue.
- In Google Chrome, right-click anywhere on the Interaction Portal, and then click Inspect to launch the Chrome developer tools, as shown in the following figure:
- Click the Console tab.
- Use the keyboard shortcut for search, and then enter the name of the component that is showing the error message.
The Console displays a list of errors regarding the component. - Click the link next to the error to see more details regarding the error and identify the root cause.
DX component missing
If a DX component is missing entirely, you can troubleshoot it by verifying the view configuration in Dev Studio. Use the following steps:
- Log in to Dev Studio.
- In the header of Dev Studio, click Configure > Search all options > Channels and interfaces, as shown in the following figure:
- Click Interaction Portal.
- Expand Landing Pages, then click the landing page you want to verify.
For example, the My Dashboard landing page represents the Interaction Portal, as shown in the following figure:
All configured widgets and components are displayed on the right side of the screen, and any errors are also visible there.
Recent Cases open in a new tab instead of the current interaction
To debug this error, you must first obtain the correct name of the view. Then, enable the when rule pxEnableC11nDev that makes certain metadata elements visible. Finally, inspect the rule to ensure the DX component is present.
Obtain the correct View name
- Log in to App Studio.
- In the header of App Studio, click Preview, begin a customer interaction, and then click Recent activity.
- In the Google Chrome browser, right-click anywhere on the screen, then click Inspect to open the Chrome developer tools.
- Click the Console tab, enter PCore.getDebugger().toggleXRay(true), and then press the Enter key.
- Click the icon next to View: RecentCases to inspect its metadata.
You obtain the correct View name.Note: To revert the current browser page to the standard settings, refresh the page or toggle the following xray command to false: PCore.getDebugger().toggleXRay(false).
The following figure shows the component metadata:
Enable the pxEnableC11nDev When Rule
- Log in to Dev Studio.
In the header of Dev Studio, search for pxEnableC11nDev, and then click the name of the When Rule to open it, as shown in the following figure:
- Click Private edit > Continue with private edit.
- In the 1 field, insert true, and then click Save.
Inspect the RecentCases Rule
- In the navigation pane of Dev Studio, click App.
- On the Classes tab, search for Rule-UI-View, and then click the name of the class.
- In the Rule Name column, click Filter by.
- In the Search text field, enter RecentCases, and then click Apply.
- Click RecentCases, as shown in the following figure:
- Search for CSLinkControl.
Confirm that the component and all properties are in the RecentCases Rule, as shown in the following figure:
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