Upgrading to the secure threading mechanism for email bots
Valid from Pega Version 8.1
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.
Conversion of single-step assignments is no longer required
Valid from Pega Version 7.2
You no longer need to create a single-step assignment in a case type and then convert it to another supported step type. Instead, you can use the + Add step option in Case Designer to add any step type directly to a process in a stage. This change delivers a more consistent experience to users who are working in Case Designer and Process Modeler.
The following table lists the step labels in Case Designer that were updated to support this change.
Step label in previous versions | Step label in Pega 7.2 |
---|---|
Single-step assignment | Collect information |
Approval | Approve/Reject |
Attachment | Attach Content |
Case | Create Cases |
For more information, see Adding a step to a process in a stage.
Label changes to field types in Case Designer
Valid from Pega Version 7.2
The following field types have been renamed in Case Designer to be consistent with Data Designer and other areas of the Pega 7 Platform.
Label in previous versions | Label in Pega 7.2 |
---|---|
Text | Text (single line) |
Text (multiple lines) | Text (paragraph) |
Check box | Boolean |
Date and time | Date & time |
Date | Date only |
Drop down | Picklist |
Number (integer) | Integer |
Number (decimal) | Decimal |
Users who upgrade from versions prior to Pega 7.2 do not have to take any action because the label changes are cosmetic and do not affect the underlying controls or property types that support form building.
For more information about the field types that you can use when building a form, see Storage and display of single-value fields.