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Support Article

Email Text Analyzer for Defined Entity Not Working



After setting up Entity analysis and Training records to identify a property (OriginalCaseId) in an email, Delivery Status Notification (DSN) data displays text. However, the Text analysis for the received email does not identify an Entity value despite testing for the same data.

Error Messages

Not Applicable

Steps to Reproduce

  1. Configure the Test results for a real run of an incoming DSN email such that they are processed by the Email Listener.
  2. Send the Listener Email Triage case results.
  3. Click 'View Analysis'. The OriginalCaseID is not identified.

Root Cause

The entities that are present at the beginning or end of a line are misinterpreted when an email is parsed.


This feature is implemented in Pega Platform 8.3.2.

Published July 28, 2020 - Updated December 2, 2021

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