Before you update to a new minor version of Pega Customer Service for Communications, run the Pega Customer Service Upgrade Checker to check whether your application includes overrides to
final rules, deprecated rules, and withdrawn rules. You can then fix the
overrides and remove the deprecated and withdrawn rules.
Pega CRM for Communications
8.7 Feature Adoption for Pega Cloud
Pega CRM for Communications
8.7 Feature Adoption for Pega Cloud
Pega CRM for Communications
8.7 Feature Adoption for Pega Cloud
Note: If you are using an industry version of Pega Customer Service,
run this tool from the industry application, and not from the base application.
The Pega Customer Service Upgrade Checker was added to the Pega Customer Service for Communications applications
in version 8.3.
For Pega Customer Service industry applications:
If updating from version 8.2 or earlier, first update your application to
the latest version, and then run the Pega Customer Service Upgrade Checker.
If updating from version 8.3 or later, run the Pega Customer Service Upgrade Checker before you update.
For the Pega Customer Service base application (without an industry
application):
If updating from version 7.31 or earlier, first update your application to
the latest version, and then run the Pega Customer Service Upgrade Checker.
If updating from version 7.4, 8.1, or 8.2, request the hotfix that includes
the upgrade checker tool for those versions (called the Pre-Upgrade
Checker), and then run the Pre-Upgrade Checker before you update.
If updating from version 8.3 or later, run the Pega Customer Service Upgrade Checker before you update.
Important: If your application is highly-customized, you might need to
perform interim updates instead of updating directly to the latest release. For
information, contact Global Client Services (GCS) as described on Pega Support.
Final rules
A final rule is a locked rule that you should not override in your application
because an override interferes with updates or is not allowed for security reasons.
Final rules without extensions are infrastructure rules that you should
never modify because changes to an infrastructure rule can prevent the application
from working correctly. As part of improving the update and implementation
processes, Pega has identified and
locked many existing rules that were not previously locked.
If there are no overrides to final rules, the health of your application is
displayed as Good.
If there are overrides to final rules, the health of your application is
displayed as Poor.
The effort required to remove overrides depends on the number of overrides that you
need to address, and the complexity of each override. Some overrides might be easier
to withdraw without any additional re-work, while others might require a redesign of
custom features that are delivering business value.
Importing the critical rules list
Download and then import the list of critical rules for your application. The Pega Customer Service Upgrade Checker uses this list to determine whether your application has
overridden any final rules so that you can fix the overrides, and also to determine whether
your application includes rules that have been deprecated or withdrawn.
Note: If you use an industry version of Pega Customer Service, you will import the critical
rules list for both the base Pega Customer Service application and the industry
version of the application.
Go to Pega Marketplace and then enter Pega Customer Service Upgrade Checker in the Search
Marketplace field.
Download the .zip file for the version to which you are updating, and then
extract the contents.
After you extract the top-level .zip file, you will see a separate .zip file
for each Pega Customer Service application.
Locate the .zip file for your industry application (if applicable) and for the
base Pega Customer Service application, and extract the contents.
The application .zip file contains a folder with a .jar file that contains the
list of critical rules for that application.
In the header of Dev Studio, click ConfigureApplicationDistributionImport.
Browse to the .jar file for your application, and then follow the wizard
instructions.
Choices
Actions
Industry versions of Pega Customer Service that run on top of
the base Pega Customer Service application
Import the .jar file for Pega Customer Service, then import the
.jar file for the industry version of the application.
Base Pega Customer Service application only
Import the .jar file for Pega Customer Service.
In the header of Dev Studio, click the name of the application, and then click
Definition.
On the Application page, in the Application
rulesets section, add the
PegaCS-UpgradeChecker:08-0x ruleset,
where x is the version to which you are updating.
In Pega Customer Service for Communications, run the Pega Customer Service Upgrade Checker to
identify and fix overrides to locked rules, and to identify and remove deprecated and
withdrawn rules.
Note: If you are using an industry version of Pega Customer Service, perform this
action from the industry application, and not from the Pega Customer Service
application.
In the header of Dev Studio, click ConfigureCustomer ServicePega Customer Service Upgrade Checker.
Note: In versions 7.4, 8.1, and 8.2, the tool name is Pre-Upgrade
Checker.
From the Base Application list, select your application,
as implemented in Pega Customer Service for Communications.
Select the rulesets that you want to check.
All rulesets are selected by default.
Click Run Utility.
If there are no overrides to final rules, the Pega Customer Service Upgrade Checker displays the Upgrade
Health of your application as
Good.
If there are overrides to final rules, the Pega Customer Service Upgrade Checker displays the Upgrade
Health of your application as
Poor.
In this case, click Export to Excel to
generate a spreadsheet that lists the issues to be fixed. This
spreadsheet is useful so that you can compare it to later results,
after you make corrections.
The following figure shows an example of the output from running the utility:
Fix the rule overrides using the remediation information in the following
topics. Click the rule name to open the rule form and modify the rule.
For deprecated and withdrawn rules, remove the rule from your
application.
Note:
Deprecated rules for the new version are located in a deprecated rules ruleset, PegaCSC-Deprecated that is part of the built-on
application for the new version. To use a deprecated rule until you have
a replacement rule ready, add the deprecated ruleset to your application
stack after the update. For information about how to modify the
application stack, see RuleSet Stack tab.
Before you update, run the Pega Customer Service Upgrade Checker again to verify
your changes.
If the upgrade health is still Poor, click
Export to Excel to generate a spreadsheet that
you can compare to previous results. Repeat these steps until the
Upgrade Health displays a value of
Good.
Note: Some fixes, such as selecting a
rule from the deprecated ruleset for the new version, cannot be
completed until after the update. In that case, run the Pega Customer Service Upgrade Checker after you update and make those
additional changes.
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