Published Release Notes

Ability to forward emails in triage cases

When working on customer emails in the Email Manager or Case Manager portal, customer service representatives (CSRs) can now forward emails to additional stakeholders, for example, third-party vendors or sellers. As a result, CSRs that work with Pega Email Bot™ save time, improve responsiveness to customer inquiries, and make email triaging more efficient. The email bot keeps each forwarded email conversation in a separate email thread from the customer conversation, making the system more consistent and secure.

For more information, see Communicate with stakeholders on a customer query by forwarding emails and Forwarding emails to other stakeholders for an email bot.

Outbound email templates for email bots

Pega Email Bot™ now provides built-in templates for outbound email and an option to create your own, custom templates. You can use this feature to standardize branding for your applications and the company through your communication channels. For example, customer service representatives (CSRs), who use the Email Manager or Case Manager portals, can apply these templates to strengthen your brand's presence in every email that they send or that the email bot automatically sends as an acknowledgment for a user email.

You select an outbound email template when you configure the Email channel. The system provides you with three built-in outbound email templates that you can select or modify to fit the requirements of your organization.

For more information, see Creating an Email channel and Creating outbound email templates.

Improved security after hiding SQL values

In Pega Platform™ version 8.6, the default value of the showSQLInList dynamic system setting changes to FALSE, which suppresses the visibility of the SQL values in the Clipboard tool. With this setting disabled, when you run a report definition the clipboard does not display sensitive values in the pxSQLStatementPre and pxSQLStatementPost properties, which makes your system less vulnerable. If you want to display the values, in the .prconfig file, set the prconfig/security/showSQLInListPage/default to TRUE.

Association of incoming emails with triage cases

Customer service representatives (CSRs) can now associate an email triage case with existing business cases or service requests. As a result, CSRs can respond more quickly to information about the same issue reported by customers several times. The system displays a list of related service cases for the same customer that CSRs can then associate or disassociate from the open email triage case in the Email Manager or Case Manager portal.

For more information, see Associating service requests with a triage case and Keep related incoming emails together for a triage case.

Additional connection pool parameters for JDBC URL external databases

For improved external JDBC URL database connection performance, Pega Platform™ now supports multiple Hikari connection pool parameters directly in the Data-Admin-DB-Name rule. Previously, Pega Platform supported a limited number of connection pool parameters to optimize your database connection using dynamic system settings (DSS). Now you can optimize your JDBC URL connection pool sizing to meet your traffic requirements through additional parameters without switching rules. Additional parameters include client-request parameters to maximize the connectivity to your external databases.

For more information, see Creating and updating external database instances with JDBC URLs.

Upgrade impact

During an upgrade to Pega Infinity™ release 8.6 and later, clients who previously specified their JDBC URL connection parameters through dynamic system settings (DSS) or prconfig file must delete the corresponding DSS or prconfig elements immediately after upgrade. The old parameters that you previously specified through DSS or the prconfig file override the equivalent parameters that you specified in the JDBC URL rule after your upgrade.

For more information about deleting your previous DSS or prconfig elements, see Deleting dynamic system setting connection parameters and Deleting connection parameters in the prconfig file.

Enhanced PEGA0104 alert

The PEGA0104 alert now includes the thread pool size, a list of activities that are waiting in the queue for a thread to become available, and details on how long it took to capture the thread dump.  By default, the alert also includes the thread dump.  You can disable the inclusion of the thread dump by changing the related configuration option. 

For more information, see PEGA0104 alert: Background tasks have exceeded a threshold time when attempting to acquire a thread from pool or executor.

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.