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Rules finalized in version 8.5 to prevent overrides

As part of the continuous effort to improve the upgrade and implementation processes, Pega has identified many existing rules that were not previously locked and changed them to be locked. By locking critical rules, the rule becomes easier to upgrade in the future. For features that clients typically modify to meet their business needs, unlocked rule extensions are provided.

When upgrading to version 8.5, run the Pega Customer Service Upgrade Checker to check if your application includes overrides to critical rules that are now locked. If a rule override exists, remove the override and use a rule extensions instead. For more information about the Pega Customer Service Upgrade Checker, see the Pega Customer Service and Pega Sales Automation Upgrade Guide on the Pega Customer Service product page.

This topic list the critical rules that were locked in version 8.5, and it describe the steps to take to remove the rule overrides if present.

Interaction driver rules locked in version 8.5

Review the following table for information about the interaction driver rules that were locked in version 8.5, and the steps to remove overrides from the locked rules.

pyClass pyRuleName pyClassName State Changes to be made if overridden
RULE-HTML-SECTION CPMPerformIncludesTasks Work- Available None required.
RULE-HTML-SECTION CPMInteractionDriverIncludesWrapper Work- Final Withdraw overridden rule. Use the CPMDriverIncludesExt extension for driver section customizations.
RULE-HTML-SECTION CPMDisplayDriverWrapper Work- Final Withdraw override on Final rule. Move customization to the CPMDisplayDriverWrapperExt extension.
RULE-HTML-SECTION CPMDisplayDriver PegaCA-Work-Interaction Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CPMDisplayDriverTask Assign- Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CPMTaskListMenu PegaCA-Work-Interaction Final Withdraw rule. Do not override this rule. To customize the Add Task menu use App Studio Case Type Your_case_name Settings Service request options .
RULE-OBJ-FLOWACTION CPMTaskListMenu PegaCA-Work-Interaction Final Withdraw rule.
RULE-HTML-SECTION CPMInteractionDriver PegaCA-Work-Interaction-Outbound-Call PegaCA-Work-Interaction-Research PegaCA-Work-Interaction PegaCA-Work-Interaction-Mobile Final Withdraw rule.
RULE-HTML-SECTION CPMTakeActionHeader PegaCA-Work-Interaction Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CPMTakeActionSearch PegaCA-Work-Interaction Final Withdraw rule. Do not override this rule.
RULE-OBJ-MODEL CSSearchIntents Baseclass Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CPMTakeActionMenu_GridLayoutOuter PegaCA-Work-Interaction Final Withdraw rule. No customization permitted.
RULE-HTML-SECTION CPMTakeActionMenu_GridLayoutInner Rule-PegaCA-InteractionDriver Final Withdraw rule. No customization permitted.
RULE-HTML-SECTION CPMLocalizedCategoryName Embed-PegaCA-IntentCategory Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CPMTasksByCategory PegaCA-Work-Interaction Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CSInteractionTimer PegaCA-Work-Interaction Final Withdraw rule. Hide the interaction/SLA timer by using Hide interaction timer in App Studio. Hide the Phone call transfer/resume button in App Studio Settings Device Capabilities by disabling the Enable integrated voice data transfer setting. Alternatively, hide the Phone call transfer/resume button using When rule ShowTransferAndResumeButtons in Dev Studio.
RULE-HTML-SECTION CPMInteractionTasksWrapper PegaCA-Work-Interaction Final Withdraw rule. The Call Timer display can be controlled from App Studio Settings Interactions interaction_type Hide interaction timer .
RULE-OBJ-HTML CreateWorkUnderInteractionContext PegaCA-Work-Interaction Final Withdraw rule.
RULE-HTML-SECTION CPMInteractionTasks PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-HTML CPMAutoLauchServiceProcess PegaCA-Work Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CSInteractionCaseRecents PegaCA-Work-Interaction Final Withdraw rule. Do not override this rule.
RULE-OBJ-HTML InteractionTasksScroller PegaCA-Work-Interaction Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CSDisplayInProgressCases Rule-PegaCA-Intent-Task Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CSDisplayCompletedTasks Rule-PegaCA-Intent-Task Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CSDisplayQueuedTasks Rule-PegaCA-Intent-Task Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CSPhoneInterationTimerIcon PegaCA-Work-Interaction Final Withdraw rule. Do not override this rule.
RULE-OBJ-MODEL SetWrapUpButton PegaCA-Work-Interaction Final Withdraw rule.
RULE-HTML-SECTION ConfirmQuickWrapup PegaCA-Work-Interaction Withdraw rule.
RULE-OBJ-MODEL SetHeadlessWrapup PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-WHEN CPMIsWrapUpClicked PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-MODEL CPMClearSCRecentSelection PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-MODEL CSMoveTempCasesToQueue Baseclass Final Withdraw rule.
RULE-OBJ-MODEL CSTransferWithWorkPreDT PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-MODEL CSTransferWithWorkPostDT PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-MODEL ClearRetainTransferInteractionFlag ChannelServices-Interaction-Call Final Withdraw rule.
RULE-HTML-SECTION CSTransferInteraction PegaCA-CTI-Call Final Withdraw rule.
RULE-OBJ-WHEN ShowTransferButton PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-WHEN ShowResumeButton PegaCA-Work-Interaction PegaCA-Work-Interaction-Call Final Withdraw rule.
RULE-OBJ-WHEN IsChannelInteractionActive PegaCA-Work-Interaction PegaCA-Work-Interaction-Outbound-Call PegaCA-Work-Interaction-Call Final Withdraw rule.
RULE-OBJ-ACTIVITY SetTransferDetails Baseclass Final Withdraw rule.
RULE-OBJ-MODEL ClearCPMSearchText PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-WHEN CSHasIntentSearchResults PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-WHEN CPMDriverCategoryAvailable Embed-PegaCA-IntentCategory Final Withdraw rule.
RULE-OBJ-WHEN HasCompletedTasks PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-WHEN HasServiceCaseRecents PegaCA-Work-Interaction Final Withdraw rule.
RULE-OBJ-WHEN HasQueuedTasks PegaCA-Work-Interaction Final Withdraw rule.
RULE-HTML-SECTION CSSuggestionsWrapper PegaCA-Work-Interaction Final Withdraw rule. Remove section by disabling both Suggested action's features Intelligent guidance and Customer Decision Hub features in App Studio.
RULE-OBJ-WHEN IntentTaskAutoLaunch Rule-PegaCA-Intent Final Withdraw rule.
RULE-OBJ-WHEN CSIsEmailInteraction Work- Final Withdraw rule.
RULE-HTML-SECTION CPMInteractionIntents PegaCA-Work Final Withdraw rule.
RULE-HTML-SECTION CPMInteractionIntents PegaCA-Work Final Withdraw rule.
RULE-HTML-SECTION CPMDisplaySuggestedTask Rule-PegaCA-Intent-Task Final Withdraw rule.
RULE-HTML-SECTION CPMDisplaySuggestedTask Rule-PegaCA-Intent-Task Final Withdraw rule.
RULE-HTML-SECTION CSSuggestedTasksWrapper PegaCA-Work Final Withdraw rule.
RULE-HTML-SECTION CPMDisplaySuggestedOffer Rule-PegaCA-Intent-Task Final Withdraw rule.
RULE-HTML-SECTION CPMMKTGTopOffers Rule-PegaCA-Intent-Task Final Withdraw rule.
RULE-OBJ-WHEN HasSuggestedTasks PegaCA-Work Final Withdraw rule.
RULE-OBJ-MODEL CPMSetCurrentIntentTask Rule-PegaCA-Intent Final Withdraw rule.
RULE-HTML-SECTION CPMMKTGOffer PegaCPM-Int-MKTG-OffersList Final Withdraw rule.
RULE-HTML-SECTION CSNextBestAction PegaCA-Work Final Withdraw rule.
RULE-HTML-SECTION CSGetNBA Int-PegaCDH-Container-Response Final Withdraw rule.
RULE-HTML-SECTION CSOfferWrapper Int-PegaCDH-Container-Response Final Withdraw rule.
RULE-OBJ-WHEN DisplaySuggestedActions Int-PegaCDH-Container-Action Final Withdraw rule.
RULE-HTML-SECTION CSShowNextBestAction Int-PegaCDH-Container-Action Final Withdraw rule.
RULE-OBJ-MODEL CSShowTopOffers Rule-PegaCA-Intent-Task Final Withdraw rule.
RULE-OBJ-ACTIVITY CPMFlushOffers Work- Withdraw rule.
RULE-HTML-SECTION pyCaseActionArea PegaCA-Work-Interaction Final Withdraw rule.
RULE-HTML-SECTION CSOffer Int-PegaCDH-Container-Offer Final Withdraw rule.
RULE-HTML-SECTION CPMDisplayTaskInMenu Rule-PegaCA-Intent-Task Final Withdraw rule.
RULE-OBJ-MODEL CPMSetLocalizedCategoryName Embed-PegaCA-IntentCategory Final Withdraw rule.
RULE-OBJ-ACTIVITY CPMGetIntentTasksByCategory Embed-PegaCA-IntentCategory Final Withdraw rule.
RULE-OBJ-MODEL CSRemovePropertiesFromIntentTask Rule-PegaCA-Intent-Task Withdraw rule.

Interaction Portal Home tab menu rules locked in version 8.5

Review the following table for information about the Interaction Portal Home tab menu rules that were locked in version 8.5, and the steps to remove overrides from the locked rules.

pyClass pyRuleName pyClassName State Changes to be made if overridden
RULE-NAVIGATION CSHomeTabNavigation CPM-Portal Final

Withdraw rule.

Hiding the My Work menu item from the Customer Service Home tab menu is not allowed.

To add additional menu items to the Home tab menu, use the provided extension CSHomeTabNavigationExtn.

To hide the Dashboard menu item, set the Conditions of the ShowDashboard when rule to Always is false and click Save.

To hide the My Reports menu item, set the Conditions of the ShowMyReports when rule to Always is false and click Save.

To hide the Manager Tools menu item, set the Conditions of the ShowManagerTools when rule to Always is false and click Save.

To hide the Pulse menu item, set the Conditions of the ShowPulse when rule to Always is false and click Save.

To hide the Tags menu item, set the Conditions of the ShowTags when rule to Always is false and click Save.

To hide the Workforce Intelligence menu item, set the Conditions of the ShowWorkforceIntelligence when rule to Always is false and click Save.

To hide the Application Tools menu item, set the Conditions of the ShowApplicationTools when rule to Always is false and click Save.

Not recommended: To replace the entire recommended Home tab menu with a customized menu, set the conditions of the ShowHomeTabMenu when rule to Always is false, and use the extension CSHomeTabNavigationExtn to create a customized Home tab menu.

RULE-OBJ-HTML HomeMenuState @baseclass Final Withdraw rule. Do not override this rule.
RULE-HTML-SECTION CSHomeHeaderBar CPM-Portal Final

Withdraw rule.

To customize the My Work HomeHeaderBar use the provided CSHomeHeaderBarExtn extension.

Not recommended: To provide an entirely customized My Work HomeHeaderBar, hide the current CSHomeHeaderBar by setting the Conditions of the ShowHomeHeaderBar when rule to Always is false and create the custom CSHomeHeaderBar in the provided CSHomeHeaderBarExtn extension.

RULE-HTML-SECTION CSDashboardHeaderBar CPM-Portal Final

Withdraw rule.

To customize the Customer Service dashboard header, use the provided CSDashboardHeaderBarExtn extension.

To hide the Customer Service dashboard header, set the Conditions of the ShowDashboardHeaderBar when rule to Always is false. This removes the user capability to change all dashboard date ranges and team filters, and adds new reports to their dashboard.

Not recommended: To provide an entirely customized Customer Service dashboard header, set the Conditions of the ShowDashboardHeaderBar when rule to Always is false, and create the custom dashboard header in the provided CSDashboardHeaderBarExtn extension.

RULE-OBJ-MODEL ClearQueueMonitorDataPage CPM-Portal Final Withdraw rule. Do not override this rule.
RULE-OBJ-MODEL ClearCSRMonitorDataPage CPM-Portal Final Withdraw rule. Do not override this rule.
RULE-OBJ-MODEL CalculatePercentageOccupancy Code-Pega-List Final Withdraw rule. Do not override this rule.
.RULE-HTML-SECTION SystemHealthMonitorContainer CPM-Portal Final Withdraw rule if overridden. This section contains system-level health information. Do not override this rule.
RULE-HTML-SECTION SystemHealthMonitor CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthOverall CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthIconOverall1 CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthLastUpdate CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthTiles CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthTileInteractions Code-Pega-List Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthRowInteractions CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthIconInteractions CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthTileRouting CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthRowRouting CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthIconRouting CPM-Portal Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-HTML-SECTION SystemHealthInteractionDetails Code-Pega-List Final Withdraw if overridden. This is a system-level monitoring section. Do not override this rule.
RULE-OBJ-MODEL SystemHealthOverview1 @baseclass Final Withdraw if overridden. This Data Transform is for system-level conversation event summary calculations. Do not override this rule.
RULE-OBJ-MODEL ConvEventsSummary Code-Pega-List Withdraw if overridden. This Data Transform is for system-level conversation event summary calculations. Do not override this rule.
RULE-HTML-SECTION SystemHealthDetailsRouting Data-SystemOperations-SystemState Final Withdraw if overridden. This section is used to display system-level routing information. Do not override this rule.
RULE-HTML-SECTION QPTable Data-SystemOperations-SystemState Final Withdraw if overridden. This section is used to display system-level information. Do not override this rule.
RULE-HTML-SECTION StreamNodeTable Data-SystemOperations-SystemState Final Withdraw if overridden. This section is used to display system-level information. Do not override this rule.
RULE-HTML-SECTION CSWFIHeader CPM-Portal Final

Withdraw if overridden.

This section is used to display the Workforce Intelligence header. Do not override this rule.

To hide Workforce Intelligence information, remove it from the Home Tab Menu by setting the ShowWorkforceIntelligence when rule Conditions to Always is false.

RULE-HTML-SECTION WFIDesktopAnalytics CPM-Portal Final

Withdraw if overridden. This section is used to display Workforce Intelligence analytics. Do not override this rule.

To remove Workforce Intelligence information from the Home tab menu, set the ShowWorkforceIntelligence when rule conditions to Always is false.

RULE-OBJ-HTML WFIController CPM-Portal Final Withdraw if overridden. This HTML object is used to display Workforce Intelligence information. Do not override this rule.
RULE-OBJ-HTML WFISimulatedData CPM-Portal Final Withdraw if overridden. This HTML object is used to display Workforce Intelligence information. Do not override this rule.
RULE-OBJ-HTML WFIProfileSimulatedData CPM-Portal Final Withdraw if overridden. This HTML object is used to display Workforce Intelligence information. Do not override this rule.
RULE-OBJ-HTML WFIControllerSimulated CPM-Portal Final Withdraw if overridden. This HTML object is used to display Workforce Intelligence information. Do not override this rule.
RULE-OBJ-MODEL SetBulkActionForProcessing CPM-Portal Final Withdraw if overridden. The Data Transform is used to set Bulk actions for processing. Do not override this rule.
RULE-OBJ-MODEL CSSetHomeTabHarness @baseclass Final Withdraw override. This is an infrastructure rule. Do not override this rule.
RULE-OBJ-WHEN HasCoBrowsingAPIKey @baseclass Final Withdraw override. This is an infrastructure rule. Do not override this rule.
RULE-OBJ-FLOW ManageCSRs Work-QueueMonitor Final Withdraw override. This is an infrastructure rule. Do not override this rule.
RULE-OBJ-MODEL CPMSetCurrentLeftNavSelected CPM-Portal Final Withdraw override. This is an infrastructure rule. Do not override this rule.
RULE-OBJ-MODEL createTempTagsPage CPM-Portal Final Withdraw override. This is an infrastructure rule. Do not override this rule.
RULE-HTML-SECTION ManageCSRs Work-QueueMonitor Final Withdraw override. This is a queue management rule. Do not override this rule.
RULE-OBJ-MODEL SetQueueInfo Work-QueueMonitor Final Withdraw override. This is a queue management rule. Do not override this rule.
RULE-OBJ-FLOWACTION ManageCSRs Work-QueueMonitor Final Withdraw override. This is a queue management rule. Do not override this rule.
RULE-OBJ-FLOW QueueMonitoring Work-QueueMonitor Final Withdraw override. This is an infrastructure monitoring rule. Do not override this rule.
RULE-OBJ-FLOWACTION QueueMonitoring Work-QueueMonitor Final Withdraw override. This is an infrastructure monitoring rule. Do not override this rule.
RULE-OBJ-MODEL UpdateDashboardTimeFrame CPM-Portal Final Withdraw override. This is an Internal rule used to manage the Dashboard. Do not override this rule.
RULE-OBJ-ACTIVITY SaveDashboardPreferences CPM-Portal Final Withdraw override. This is an Internal rule used to manage the Dashboard. Do not override this rule.
RULE-HTML-SECTION QueueDetailsForManageCsr ChannelServices-Conversation-Active Final Withdraw override. This rule is used to show queue statistics. Do not override this rule.
RULE-HTML-SECTION QueueStatistics ChannelServices-Conversation-Active Final Withdraw override. This rule is used to show queue statistics. Do not override this rule.
RULE-HTML-SECTION WaitTimeSection ChannelServices-Conversation-Active Final Withdraw override. This rule is used to show queue statistics. Do not override this rule.
RULE-HTML-CONTROL CSMinColonSec NA Final Withdraw override. This rule is used to show queue statistics. Do not override this rule.
RULE-HTML-SECTION ChatSessionGrid Work-QueueMonitor Final Withdraw override. This rule is used to show chat queue statistics. Do not override this rule.
RULE-OBJ-MODEL ClearChatLogEntries @baseclass Final Withdraw override. This rule is used to manage queue statistics. Do not override this rule.
RULE-OBJ-FLOW ViewChatSession Work-ChatMonitor Final Withdraw override. Used internally to manage viewing of a monitored chat session. Do not override this rule.

Perform harness rules locked in version 8.5

Review the following table for information about the perform harness rules that were locked in version 8.5, and the steps to remove overrides from the locked rules.

pyClass pyRuleName pyClassName State Changes to be made if overridden
RULE-HTML-HARNESS Perform PegaCA-Work Final

Withdraw rule.

Move all custom scripts into the new perform-case-custom bundle file provided in Scripts & styles, Scripts settings of the rule.

Move all custom CSS into the new perform-case-custom-css style sheet provided in Scripts & styles Style sheets settings of the rule.

To enable Auditing, use the EnableAuditing when rule provided in Error Display Additional settings and set Conditions to Always is true.

For error handling, the custom error section ErrorMessagesHolder is provided in the Display options settings of the rule.

To disable the display of dirty warnings, edit the perform-case-custom bundle file provided for the rule, uncomment the provided dirty warnings setting.

RULE-HTML-HARNESS Perform PegaCA-Work-Interaction-Call Final

Withdraw rule.

Move all custom scripts into the new perform-chat-custom bundle file provided in the Scripts & styles, Scripts settings of the rule.

Move all custom CSS into the new perform-chat-custom-css style sheet provided in the Scripts & styles, Scripts settings of the rule.

To enable Auditing, set the EnableAuditing when rule conditions to Always is true available in the Display options Error display Additional settings of the rule .

For error handling, the custom error section ErrorMessagesHolder is provided in the Display options, Error display settings of the rule.

To disable the display of dirty warnings, edit the new bundle file perform-chat-custom provided, and uncomment the dirty warnings setting.

RULE-HTML-HARNESS Perform PegaCA-Work-Interaction-Chat Final

Withdraw rule.

Move all custom scripts into the new perform-chat-custom bundle file provided in the Scripts & styles, Scripts settings of the rule.

Move all custom CSS into the new perform-chat-custom-css style sheet provided in the Scripts & styles, Scripts settings of the rule.

To enable Auditing set the EnableAuditing when rule conditions to Always, is true, available in the Display options, Error display, Additional settings of the rule

For error handling the custom error section, ErrorMessagesHolder is provided in the Display options, Error display settings of the rule.

To disable the display of dirty warnings, edit the perform-chat-custom new bundle file provided and uncomment the dirty warnings setting.

RULE-HTML-HARNESS Perform PegaCA-Work-Interaction-Outbound-Call Final

Withdraw rule.

Move all custom scripts into the new perform-outboundcall-custom bundle file provided in the Scripts & styles, Scripts settings of the rule

Move all custom CSS into the new style sheet perform-outboundcall-custom-css provided in the Scripts & styles, Scripts settings of the rule.

To enable auditing, set EnableAuditing when rule conditions to Always is true, available in the Display options Error display Additional settings of the rule .

For error handling the custom error, ErrorMessagesHolder section is provided in the Display options, Error display settings of the rule.

Text File webwb • CAEventMgmt • js Final Withdraw text file.
Text File webwb • CPMToolsNavigation • js Final Withdraw text file.
Text File webwb • DynamicPlaceHolder • js Final Withdraw text file.
Text File webwb • Form_filler • js Final Withdraw text file.
Text File webwb • InsertTextRTEPlugin • js Final Withdraw text file.
Text File webwb • pega_cpm_localization • js Final Withdraw text file.
Text File webwb • NBAA • js Final Withdraw text file.
Text File webwb • Pega_cs_driver_util • js Final Withdraw text file.
Text File webwb • TypingIndicator • js Final Withdraw text file.
Text File webwb • Socialutils • js Final Withdraw text file.
Bundle pega_cpm_chatscripts • script Final Withdraw bundle file.

Move all custom scripts into the perform-chat-custom bundle file, provided in the Scripts & styles Scripts settings of the rule, as an extension.

Bundle pega_cpm_eventManager • script Final Withdraw script.

Move all custom scripts into the new custom bundle file, provided in the Scripts & styles Scripts settings of the rule, as an extension.

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