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Troubleshooting tips for Customer Service for Constellation

This topic presents a number of techniques used in a variety of troubleshooting scenarios. Some of these have been presented in other Pega Academy topics and applied to specific situations, while here they are presented in a broad context.

Toggle Xray view in Google Chrome

The Google Chrome Developer tools enable you to toggle a more detailed view of the individual elements that make up the dashboard. To activate this toggle, follow these steps:

  1. Log in to App studio.
  2. In the header of App studio, click Preview, then start a customer interaction.
  3. In your Google Chrome browser, right-click anywhere on the page, then click Inspect to open the Chrome developer tools.
  4. Click the Console tab, then input the following PCore.getDebugger().toggleXRay(true) and press Enter.
  5. Click the blue i icon next to a view to inspect its metadata.
    Note: To revert the current browser page to the standard settings, either refresh the page or toggle the xray command to false PCore.getDebugger().toggleXRay(false).
    a customer interaction with the xRay console command toggled to true

Use Redux DevTools

Redux DevTools is a web browser extension that you can use to identify the potential root cause of certain issues. For example, if a dialog isn't rendering during a customer interaction.

a blank space where the dialog should be displayed

With the Redux DevTools extension installed for your browser, perform these steps:

  1. Right-click anywhere on the page.
  2. Click Inspect.
  3. Click Redux.
    the position of the Redux button
  4. Under Filter, click set property.
  5. Click State, then expand data.
  6. Expand app/primary_2/workarea_.
  7. Expand caseInfo > content and then select the DialogShow object.

In the DialogText row you can see the dialog that the system is rendering. If this blank, it is likely that you need to set up a new dialog using the Configuration Manager portal.

empty DialogText row

Enable When Rules

Some metadata is not visible in Dev Studio unless the pxEnableC11nDev When Rule has been enabled:

  1. In the header of Dev Studio, in the Search box, enter and search for pxEnableC11nDev and then click the name of the rule to open it.
    when rule in the search bar
  2. Click Private edit > Continue with private edit.
  3. In the 1 field, insert true, then click Save.
    when rule set to true

View interaction-to-service-Case associations

The association of a service Case with the interaction during which it was started is handled through a link record. You can view these records in Dev Studio, by performing these steps:

  1. In the navigation pane of Dev Studio, click App.
  2. Search for the class Link-Association-CS-InteractionToServiceCase then click the class name.
  3. Click the interaction (column pxLinkedRefFrom) or Case (column pxLinkedRefFrom) that you want to inspect.
    Link-Association-CS-InteractionToServiceCase class
  4. Click Actions > View XML.
    view XML button

The XML file enables you to inspect elements of the Case. As an example, you can determine if the service Case is ongoing if you search for TaskStatus in the XML file.

XML file of a case

Check the clipboard data of an interaction

The Clipboard of an interaction contains data about the interaction which may be essential to the troubleshooting process. To view the Clipboard of an interaction, do the following:

  1. In the navigation pane of Dev Studio, click App.
  2. Search for pegaCS-Work-Interaction and then click the Class name.
  3. In the pyID column, click the interaction for which you want to inspect the clipboard.
    list of interactions in the PegaCS-Work-Interaction class
  4. In the lower-right corner of the screen, click Clipboard.
    image shows the position of the clipboard button
    clipboard viewer of an interaction

Add new actions to service Cases

The options in the Actions dropdown that are available during a service Case are dictated by the optional actions set for the Case Type. Follow these steps to add a new action to the dropdown:

actions dropdown during a customer interaction
  1. Log in to App Studio.
  2. In the navigation pane of App Studio, click Control Panel > Case types.
  3. Click the Case Type to which you want to add a new action.
  4. In the upper-right corner, click Optional Actions.
    Optional actions button
  5. Under Case wide actions, click +Action.
  6. Choose the type and name of the action, then configure the action according to your business needs.
    newly added optional action
  7. Click Save.

In future customer interactions, where the Case Type for which you added the action is being run, the new action is available in the Actions dropdown.

new action available during a customer interaction

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