Thread switching when moving between interactions tabs

I noticed a problem of context when we switch between the tabs of the interactions.
This problem only exists when there is an open service case ( Intent task ) in each of the interactions.

For example, if you have a task opened in Interaction A and a second task opened in Interaction B (Interaction B active tab), if we go back to the interaction A, the interaction ID that is taken into consideration is that of the B interaction.

If we do not have any open cases in the interactions, the context changes when we switch between the tabs.

Does anyone faced this issue ?

***Edited by Moderator: Lochan to update platform capability tags***


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December 13, 2019 - 3:57am

Hi Ahmed, 

What is the CS version? Is the issue is reproducible in OOTB customer service application?


December 20, 2019 - 3:09am
Response to Rakshith

Hi Rakshith,

We have the same problem on OOTB CS, the version is 8,2.

You can try to create 2 interactions with 1 service item in each one.

When switching between tabs, you will see that the context don't change in the clipboard. A manual refresh is needed

December 20, 2019 - 6:40am
Response to AhmedA3336

If this is the case, it is a BUG, Please raise a Support Request.

January 7, 2020 - 2:50pm
Response to AhmedA3336

Hi Ahmed, can you please clarify the issue? What do you mean that the context doesn't change in the clipboard? Are you expecting the clipboard to automatically show the thread of the interaction that's in focus in the Interaction portal? I don't think this ever happens. I tried it in our 8.2 OOTB application and was not able to see this working. 

January 8, 2020 - 2:43am
Response to Amit_Patel


Yes, i mean that the thread of the clipboard does not show the interaction in focus, and this is causing an issue when trying to lunch a service case from the other interaction. In fact, the service case is created with the wrong interaction ID.

A manual refresh of the harness when switching between the interactions is needed before lunching any service case.

January 8, 2020 - 8:31am
Response to AhmedA3336

Clipboard would start with the thread in focus when it was launched. It would not refresh if you navigate between interactions. However, the service case being created has nothing to do with which thread is in focus on the clipboard. Can you please describe step by step what you are doing? Based on the other posts, here's what I'm hearing. Please tell me if this is incorrect. 

  1. Launch the Interaction portal
  2. Create an interaction, A
  3. Create an interaction, B
  4. Switch back to A, and launch a service process, A1. Is this one associated with Interaction A? 
  5. Switch to Interaction B and launch a service process, B1. Which Interaction is this one associated with, A or B?

If the service process in step 5 is associated with Interaction A (as seen by the CAParentID property), that is a indeed a bug. And, it's one that I've never seen before OOTB. If you file the SR, GCS can further clarify the scenario over a screen share.   

December 20, 2019 - 2:13pm

If you open a Support Request, please reply back with the SR ID so that we may track.

Thank you!

Marissa | Community Moderator | Pegasystems Inc.