Release Notes. Customer Process Manager for Healthcare 7.3 SP2

Release Notes Customer Process Manager for Healthcare 7.3 SP2 June 2010

Copyright 2010 Pegasystems Inc., Cambridge, MA All rights reserved. This document and the software describe products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. This information should not be disclosed to third parties without the prior written consent of Pegasystems Inc. This document and the software are protected by federal copyright law, international laws and/or applicable treaties. This document is current as of the date of publication only. Changes in the document may be made from time to time at Pegasystems discretion. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services provided. This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems services consultant. Other brand or product names are trademarks or registered trademarks of their respective holders. This document is the property of: Pegasystems Inc. 101 Main Street Cambridge, MA 02142-1590 (617) 374-9600, fax: (617) 374-9620 www.pega.com Customer Process Manager for Healthcare Document: Release Notes Software Version 7.3 SP2

Contents Enhancements... 2 PRPC 6.1... 2 Resolved Issues... 2 Known Issues... 4 1

Customer Process Manager for Healthcare 7.3 SP2 Release Notes This document describes enhancements, resolved and known issues for Customer Process Manager (CPM) for Healthcare 7.3 SP2. Enhancements PRPC 6.1 SP1 CPM HC 7.3 SP2 is a tolerance release built on CPM 6.1 SP2 and PRPC 6.1 SP1. Resolved Issues The following issues have been resolved in base CPM 6.1 SP2. Reference numbers refer to the Pegasystems issue tracking system. BUG-14064 Local Flow Actions Missing in Add New Contact The following Local Flow Actions were missing from the Add New Contact Process: Enter Additional Communication Options and Add Addresses. BUG-15379 Error Displayed when Unlinking an Account in Modify Account Links Process A warning message is displayed after a user checks the Confirm Unlink checkbox and presses Submit in the Modify Account Links Process. BUG-16791 BUG-27044 BUG-26257 Database Errors Displayed (for Processes that use CanModifyAttachments WHEN Condition) after Upgrade to PRPC 6.1 SP1 A database commit error is displayed for processes that use the CanModifyAttachments WHEN condition. The issue was a result of a change in PRPC 6.1 SP1 to the PegaRULES:WorkMgr4 role. The issue was occurring in the following processes: --View Scanned Document --Wrap Up Chat Interaction --Dispute Transaction --Send Materials/Literature In CPM 6.1 SP2, a new Rule-Access-Role-Obj for the PegaCA: Manager CONFIDENTIAL 2

Role for the class Data-WorkAttach- in the PegaAppCA rule was created to replace the PegaRULES:WorkMgr4 role. BUG-18044 BUG-25202 BUG-25204 BUG-25811 Error Displayed when Composite Address Section is Expanded An error is displayed when expanding the Address/Phone/Email section in the Account Composite after completing the Open New Account service process. Button Display "Broken" after Upgrade to PRPC 6.1 SP1 Several pop-up dialogs (e.g. "Add New Priority, "Phone Call", "Add Note") were displayed with "broken" buttons after an upgrade to PRPC 6.1 SP1. These dialogs were using the "metal" versions for desktop & workform css. They now use the normal desktop & workform versions and this fixed the style issue. BUG-25943 Error When Searching Knowledge Topics after Upgrade to PRPC 6.1 SP1 A user receives an error after performing a Knowledge Content search twice. BUG-26256 BUG-27019 PegaCHAT Frequent Sayings Categories Are Not Displaying After upgrading to PRPC 6.1 SP1, PegaCHAT frequent sayings categories are not displayed. To resolve this issue, the index table is shipped as part of the standard install so that instances do not have to be resaved. Error Displayed Removing and then Adding Dialog via Configuration Tools Errors are displayed after adding, removing, and then adding dialog through the Configuration Tools icon. CONFIDENTIAL 3

Known Issues The following is known issue with PRPC 6.1 SP1: DB2 on zos is not Supported - PRPC 6.1 SP1 does not support DB2 running on zos. If your site uses this platform combination, you should not upgrade to CPM HC 7.3 SP2. The following are known issues with Base CPM 6.1 SP2. Reference numbers refer to the Pegasystems issue tracking system. BUG-22381 Clipboard tag references appear in custom dialog scripts Clipboard tag references within assignment-based dialog scripts are visible to the user during a customer interaction. This is a result of a custom PegaCA- Dialog HTML instances being created with the JSP option. To correct this issue, update custom dialog HTML instances to use the HTML option instead. BUG-7377 Extra Details in Composite Tabs After Upgrade to PRPC 5.5 Clients on previous CPM releases who upgrade to PRPC 5.5 may see data appear in the Tab Headings. To resolve this, the Properties on the tab headers should be deleted. BUG-27104 BUG-27687 BUG-27547 BUG- 27697 PRPC Issue - LP Show All - Channel Services - displays 'No stream to display' error The 'No stream to display' when selecting the Show All button from the Pega button menu and then clicking the Channel Services link. Batch Activity Errors in Log Files During CPM Install Errors related to batch activities may be present in the log file during the CPM install process. This is due to PRPC trying to execute CPM agents/batch activities which may not yet have all the rules installed required for operation. The issue should correct itself after the install is complete and the server restarted. Errors in Log File when Open Configuration Tools Window Errors are displayed in the log files when opening the Configuration Tools window. (Dialog, Knowledge Content). Error displayed is "trying to open rule "COMPANYINFO!COMPANYOVERVIEW" of class PegaCA- KnowledgeContent but no defined on class was specified." Confirm Screen Missing for Some Processes The Confirm dialog is not displayed after completing an Address Change (Tabbed Navigation only) or a Dispute Transaction (Classic and Tabbed Navigation). An error similar to the following is displayed in the log file: error: could not find a rule when appending a stream. RuleNotFoundException. Manually adding a confirm dialog will correct the issue. CONFIDENTIAL 4

The following are known issues with CPM HC 7.3 SP2. Reference numbers refer to the Pegasystems issue tracking system. BUG- 27848 Errors in the Log File When using the Interact with a Provider link to verify the Provider identity, the PegaRULES-[YY MMM DD date value].log file contains a series of errors including UnresolvedAssemblyError: An expected equals sign is not found after attribute Search. This is a benign error; the feature performs as expected. The following are known issues with CPM HC 7.3 SP1. They were not fixed in CPM 7.3 SP2 Reference numbers refer to the Pegasystems issue tracking system. BUG-19566 BUG-20496 Assignment Processing Error When Click Survey Link User receives an Assignment Processing Error for error after clicking on the Customer Satisfaction Survey link in the Customer Satisfaction Survey email message. Two harnesses are getting displayed when we add note for policy In Tabbed Navigation, two harnesses are displayed after adding a note in the Policy composite tab. The following are known issues with CPM HC 7.3. They were not fixed in CPM 7.3 SP2. Reference numbers refer to the Pegasystems issue tracking system. BUG-13379 BUG-13666 BUG-13929 BUG-14737 Issue when Cancelling Add New Born Process The "Suggest Offers: Program for New parents" process is incorrectly displayed even after cancelling the "Add New Born" process. Auto-Complete Icon not Displayed Properly Under the Topic column in Configuration Tools Wizard, the Auto-Complete icon is displayed outside the Textbox and the tool tip is displayed with multiple spaces. OverrideSLA Section not Displayed in Respective Composites The data in the Provider and Contact Composites is not updated with the values specified in the Override SLA process. Is Contact Selected Member Check Box not Displayed Creating an Inbound Correspondence Case without providing a Member ID. After selecting the case from InboundCorrespondence Workbasket and performing a search using a Member ID, the Is Contact Selected Member is not displayed in the Select a Member flow action. CONFIDENTIAL 5

The following are known issues with CPM HC 7.2. They were not fixed in CPM 7.3 SP2. Reference numbers refer to the Pegasystems issue tracking system. BUG-12760 BUG-13198 BUG-13046 ENH-652 BUG-12285 BUG-12337 BUG-13433 In Order ID Card process, there is no validation for the Quantity field. Unable to add Gen1 Contact to Named Customer registration. Policy and contact notes do not work as originally designed; the SQL script does not increment the note ID by one as it tries to insert the notes record into the DB Add Authorization # & Authorization Status values to Title bar of work object info section Accepting group data without Group ID in Credentials Update Missing Provider composite for all the service processes from Provider Entity while opening service processes from the work basket Exception when clicking on analytics tab report. CPM Hotfix issued in association with SR-16851. Hotfix is packaged on the CPMHC 7.2 media in CPM52sp3AppCA36_dir.zip CONFIDENTIAL 6