
Troubleshooting Task categories
This topic covers possible issues regarding Task categories. The steps in each section describe how best to troubleshoot and resolve each situation.
Case Types not available during customer interactions
When you create a new Case Type, it might not be displayed in the list of available cases that users can run during a customer interaction. The most likely cause is that the Case Type is not linked to the Interaction Case Type task categories. Other possible causes might include an incorrectly applied When condition or tags that point to an incorrect application.
Possible cause 1: The Case Type is not in the appropriate task category
To verify whether the Case Type was added to the Interaction Case Type Task categories, perform the following steps.
- Log in to App Studio.
- Click Control Panel > Case types.
- In the list of Case Types, click Interaction.
- Click the Settings tab, and then click Task categories.
- On the right, in the first category, click Update category.
- In the Associated tasks section, verify whether the Case Type is displayed in this or another task category.
The following figure shows the Task categories section:
If the Case Type is displayed in one of the task categories, investigate the next possible cause for the issue. If the Case Type is not available in any of the task categories, add it by performing the following steps:
- In the corresponding task category, click Update category.
- Optional: To create an entirely new task category, click Add task category, and then in the newly created task category, click Update category.
- In the Associated tasks section, click Add task.
- In the list, select the Case Type you wish to add to that task category.
- Click Submit, and then click Save.
- Optional: In the Display when section, select a condition that displays the Case Type.
The Case Type should be visible the next time a user performs a customer interaction.
Possible cause 2: Incorrectly configured When condition
If the Case Type is successfully added to the task categories of the Interaction Case Type but is still not visible during an interaction, it is possible that a When condition is preventing the Case Type from displaying. For example, a When condition might dictate that a certain Case Type, or an entire task category, is only available if the customer is verified. You create When conditions as business conditions in App Studio.
Follow the steps described in the previous section until you click Update category. After you click Update category, you can see whether a When condition applies to the task category or the Case Type in the task category, as shown in the following figure:
If you create a When condition that is not visible in the Display when list while updating the task category, you might need to mark the When condition as a relevant record. Perform the following steps:
- Log in to Dev Studio.
- In the header of Dev Studio, click Configure > Application > Inventory > Relevant Records.
- In the Class name field, enter PegaCS-Work-Interaction.
- In the Type column, click More > Apply filter.
- In the Search text field, enter When, and then click Apply.
- In the row for the When condition that you want to mark as relevant, click More > Associate to categories.
- Ensure that the When condition has the BUSINESSCONDITION as its associated category.
Note: By default, the system associations the BUSINESSCONDITION category to the When condition on creation.
The following figure shows the list of When conditions:
Possible cause 3: Incorrectly configured tags
To verify whether the tags are associated with the correct application, perform the following steps:
- Log in to Dev Studio.
- Click App.
- Search for the Common-LDM-Reference class, and then click InteractionTaskCategory.
- In the ID column, click the most recent instance, as shown in the following figure:
- Click Actions > View XML.
- Use the keyboard shortcut for search, and then enter tag.
- Confirm that the tags point to the correct application, as shown in the following figure:
The Task categories section does not display in the settings of the Interaction Case Type
- Log in to Dev Studio.
- In the header of Dev Studio, in the search bar, enter D_applicationsettings. D_Application settings is a Data Page, as shown in the following figure:
- Click Actions > Run.
- In the new window that is displayed, in the upper-right corner, click Run.
- Confirm that InfraClassGroup and InteractionClass point to PegaCS-Work and PegaCS-Work-Interaction, respectively, as shown in the following figure:
Note: For any new interaction application, the InfraClassGroup and InteractionClass must point to the interaction class of the application.
The Case Type is not displayed in the Task categories list
If the Case Type you want to add to a task category does not display as a possible selection in the Task categories list when you update that task category, verify that the Case Type is in the application.
- Log in to Dev Studio.
- In the header of Dev Studio, click Application > Definition.
- Click the Cases & Data tab.
- Confirm that the Case is in the list, as shown in the following figure.
- Optional: To add the Case, click Add item.
The following figure shows the Cases & data tab:
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