automatically finalize interaction


my issue is when I open a wrap up screen for an interaction and do nothing and leave it there, after sometime it will automatically finalize interaction and update the status. I have check the log and found nothing.

Anyone can help this issue? thanks.

***Moderator Edit-Vidyaranjan: Updated Platform Capability***


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December 4, 2019 - 1:09am

I did not get your usecase can you please elaborate, So far i understood you are clicking on wrapup button and it is taking to wrapup screen and do nothing, the interaction is getting wrapped?

December 10, 2019 - 6:32pm
Response to Rakshith

no. I did nothing(not click the submit button) and do not know why the wrap up screen suddenly jump to 'Finalize Interaction' and automatically update the status.

December 10, 2019 - 7:54pm
Response to chaop406


I tested this with pega customer service application. i waited for 10 min and it is still open. Also checked the rules if there are any SLAs associated with the assignment. There are none. 

Probably, you may need to check if below rules have been customised for your application or assignments configured with any SLAs or agents to close the case after specific time. 

  • Section - CAWrapup 
  • Flow Action - CAWrapup 
  • Flows - CAWrapup & CPMWrapup 

December 16, 2019 - 12:25am

I checked the section, flow action and flows mentioned and cannot find specific error. Moreover, it only occurred in the prod environment and other environments all good. Any config or other issues caused it?