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Upgrading to the threading mechanism available in the 8.6 version

To help track emails from customers and other stakeholders in separate threads, starting from Pega Platform version 8.6, the system includes a more secure threading mechanism. If you upgrade to Pega Platform version 8.6 and in the previous version of the system you configured an Email channel, perform additional configuration steps in order to use the built-in secure threading mechanism with your email bot.

To ensure that you use the new secure threading mechanism for your email bot, perform the following actions:

  • Update the service email rule for your email bot so that the system uses an initial acknowledgment email.
  • Update the pySetEmailBodyReplyTemplate data transform rule so that the system uses an email reply template.
Base the contents of the initial acknowledgment email and email reply template in your system on one of the built-in email outbound templates, which includes an embedded security code tag. For more information, see Creating outbound email templates.
  1. Switch to Dev Studio.

  2. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.

  3. In the Current channel interfaces section, click the icon that represents your existing Email channel.

  4. In the Email handling section, in the Email accounts list, write down the name of the email listener rule that the system uses for the Email channel.

  5. In the header of Dev Studio, click Configure Integration Email Email Listeners .

    The system displays a list of email listener rules for your application.
  6. In the Listener name column, click the name of the email listener that the system uses for your Email channel. This is the name that you made a note of in step 4.

  7. In the email listener rule, in the Listener properties section, edit the rule displayed in the Service method (text/XML only) field.

  8. In the service email rule, click the Response tab.

  9. Expand the first Message contents section, and then in the Message data section for the email body, in the Map from Key field, edit the email correspondence rule for your email bot.

    The following figure shows the selected email correspondence rule that you need to edit:
    The settings for the service email rule.
    The configuration settings on the Response tab for the service
                                email rule.
    In Pega Platform version 8.6 and later, by default the system uses the pyEmailAcknowledgement correspondence rule for this purpose.
  10. If your application uses a different email correspondence rule from pyEmailAcknowledgement, in the email correspondence rule, on the Corr tab, in the text field, reference one of the built-in acknowledgment templates: pyEmailAckTemplate_Clear, pyEmailAckTemplate_Cobalt, pyEmailAckTemplate_Classic, or a custom template that also uses the pyEmailFormat_<template_name> rule as the wrapper with the HTML tags including the embedded security tag.

    By referencing an acknowledgment template that includes the pyEmailFormat_<template_name> rule, you ensure that you use the secure built-in threading mechanism. The system includes the following tag in the HTML source for this rule:

    <pega:include name="pyEmailThreadIdentification" type="Rule-HTML-Paragraph"></pega:include>
    To use the pyEmailAckTemplate_Clear template, update the email correspondence rule with the following content:
    • <pega:choose>
    • <pega:when test="ChannelConfig.pySelectedTemplate == "" || ChannelConfig.pySelectedTemplate == "Clear" ">
    • <pega:save name="template" value="pyEmailAckTemplate_Clear.Email"/>
    • </pega:when>
    • <pega:otherwise>
    • <pega:choose>
    • <pega:when test="ChannelConfig.pySelectedTemplate == "Classic" || ChannelConfig.pySelectedTemplate == "Cobalt" ">
    • <pega:save name="template" prepend="pyEmailAckTemplate_" ref="ChannelConfig.pySelectedTemplate" append=".Email"/>
    • </pega:when>
    • <pega:otherwise>
    • <pega:save name="template" prepend="EmailAckTemplate_" ref="ChannelConfig.pySelectedTemplate" append=".Email"/>
    • </pega:otherwise>
    • </pega:choose>
    • </pega:otherwise>
    • </pega:choose>
    • <pega:include ref="$save(template)" type="Rule-Obj-Corr"></pega:include>
  11. Save your changes by performing one of the following actions:

    • To save the rule that belongs to a locked ruleset to an isolated sandbox so that you can test your changes, click Private edit.

      For more information, see Performing a private edit.

    • To save the rule to a ruleset, click Save as.
  12. In the navigation pane of Dev Studio, click App, and then search for the Work-Channel-Triage class.

  13. Expand the Data Model Data Transform section for the Work-Channel-Triage class, and then click pySetEmailBodyReplyTemplate.

  14. In the pySetEmailBodyReplyTemplate data transform rule, set the parameter reply template target to one of the new built-in email reply templates: pyEmailReplyTemplate_Clear, pyEmailReplyTemplate_Cobalt, or pyEmailReplyTemplate_Classic.

    To use the clear email reply template, in the data transform rule remove all rows in the table, and then in the Source column, set the Param.ReplyTemplate target to "pyEmailReplyTemplate_Clear".
    Sample settings for the pySetEamilBotReplyTemplate data transform rule.
    The configuration settings specifying the built-in reply template
                                as target in the P Y Set Email Bot Reply
                                    Template data transform rule.
    You can also use your own custom email reply template, provided that it is based on one of the three built-in templates. For more information, see Creating outbound email templates.
  15. Save your changes by performing one of the following actions:

    • To save the rule that belongs to a locked ruleset to an isolated sandbox so that you can test your changes, click Private edit.

      For more information, see Performing a private edit.

    • To save the rule to a ruleset, click Save as.
  16. Switch back to App Studio.

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