Published Release Notes

Secure email threading mechanism in email bots

Pega Email Bot™ now uses a secure built-in threading mechanism to ensure that all email communication between customer service representatives (CSRs), customers, and other stakeholders is secure and organized in separate threads for a triage case. For this purpose, the system embeds a unique encrypted security code in the body of outbound emails that identifies related triage cases, service requests, and forwarded emails.

For more information, see Understanding email triage process and Use a secure threading mechanism for emails.

New alert for job scheduler activity that exceeds a time threshold

Pega Platform™ now saves the PEGA0130 alert in the performance alert log at the time that a scheduled job exceeds the configured threshold value. To identify performance issues with long-running processes, you can monitor the log for the alert while the job scheduler runs.

The alert is enabled by default. You can change the default threshold value or disable the alert in dynamic system settings.

For more information, see PEGA0130 alert: Current Job Scheduler run is taking too long.

Ability to handle responses to automatic email notifications in email bots

Pega Email Bot™ can now handle email responses to automatic email notifications that a Pega Platform™ application sends for a related case. As a result, customer service representatives (CSRs) can save time because all relevant emails from customers and other stakeholders are available from a single triage case in the system. To use this feature, ensure that you add the same email account to the email bot that you use to send case notifications in your application.

For more information, see Handle customer responses to automatic email notifications.

Update to Intelligent Virtual Assistant official names

To use better and more consistent names for conversational channels in Pega Platform™ and to help distinguish conversational channels from Pega Unified Messaging Edition™, Pega Intelligent Virtual Assistant™ (IVA) for Unified Messaging is now called IVA for Digital Messaging. Furthermore, the IVA for Web Chatbot is now officially called IVA for Legacy Webchat.

For more information, see Creating a Digital Messaging channel and Pega Intelligent Virtual Assistant features.

Ability to train the text analytics model based on email attachments

You can now train the text analytics model for Pega Email Bot™ based on training data from email attachments. As a result, you improve the natural language processing (NLP) analysis for your email bot so that your system detects the correct language, sentiment, topics, and entities from both the body of emails and their attachments. By default, you train the text analytics model based only on training data from the body of emails.

For more information, see Enabling training the model based on email attachments.

Upgrading to the secure threading mechanism for email bots

In Pega Platform™ version 8.6, Pega Email Bot™ includes a more secure threading mechanism to help track emails from customers and other stakeholders in separate threads for an email triage case.

Upgrade impact

If you upgrade from Pega Platform version 8.5 or earlier, in which you configured an Email channel, perform the following steps to ensure that your system uses the new secure threading mechanism:

• Update the service email rule that the system uses to send an email reply as the initial acknowledgment.
• Update the email reply template in the data transform rule that the system uses when a customer service representative (CSR) sends the reply.

For more information about creating an initial acknowledgment email and email reply template, see Creating outbound email templates. For more information about the secure threading mechanism, see Use a secure threading mechanism in emails.

What steps are required to update the application to be compatible with this change?

For the initial acknowledgment email used by your email bot, update the service method for your email listener rule. On the Response tab for this service email rule, expand the Message contents section. In the Message data section, you specify the rule that defines the structure of the content of the email body. In Pega Platform version 8.6, you use for this purpose the pyEmailAcknowledgement correspondence rule that takes into account the selected built-in template. This template includes the security code tag that the system uses for the secure threading mechanism. If your application uses a different rule in the Message data section, update this definition to match one of the built-in correspondence template rules, for example, EmailAckTemplate_Clear.

The pySetEmailBotReplyTemplate data transform rule sets the name of the email correspondence rule that the system uses as the email reply template. If you do not want to use the default approach using the Classic, Cobalt, or Clear outbound email template themes, override this data transform rule to set the email correspondence rule name for the Param.ReplyTemplate target in the Source column field.

For more information about how to update the service email rule and the data transform rule to ensure that your system uses the secure threading mechanism, see Upgrading to the threading mechanism available in the 8.6 version.

Improved indexing performance by gradual retrieval of data

Search functionality in Pega Platform™ versions from 8.4.5 to 8.6 now includes the option to improve indexing performance when reading query results from a large table in a database. For example, to load the recommended 50 records at a time, in the Pega-SearchEngine ruleset, create the indexing/distributed/fetchsize dynamic system setting, and set the value to 50.

Creating the fetchsize dynamic system setting ensures that your system does not crash while indexing classes with numerous instances.

For more information, see Creating a dynamic system setting.

Data model inheritance does not depend on ruleset context

Search and Reporting Service (SRS) in Pega Platform™ 8.6 now provides an improved method of synchronizing data model by distinct users. In applications built on earlier versions of Pega Platform, some users might encounter difficulties in indexing data. Now, the data model that the system sends to SRS does not depend on access privileges. With this enhancement, each user of your application is eligible to synchronize data.

New dynamic setting to manage validation of hidden fields

Pega Platform™ version 8.6.4 introduces a new DSS setting for Theme Cosmos and other section-based applications. The validateHiddenField setting controls whether the application validates fields that you hide through visibility rules. By default, validateHiddenField is set to true, which means that the application fields are validated for completeness even if they are not displayed in the form. You can also switch off this functionality by changing the setting value to false. 

For more information, see Managing field validation in hidden sections.