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Checking your Pega Customer Service access roles for the required privilege

Suggest edit Updated on September 27, 2021

In Pega Customer Service, Pega Call, and Pega Knowledge releases 7.4 and later, security enhancements on several rules require that an operator have new privileges to access the rules. Without the new privileges, an operator cannot access the rules required to run the application. After you update, complete the following steps to check if you need to add the new privileges to any of your access roles.

If you update from an earlier release, and your application uses the out-of-the-box access roles, your operators acquire the required privilege after the update.

  1. Review your access groups to determine whether you use any of the access roles that have been updated to include the new privilege:

    Access role and privileges

    Access rolePrivilege
    Pega Customer Service
    PegaCA:CSRcrmCanCSUserRunActivity
    PegaCA:ManagercrmCanCSUserRunActivity
    PegaCA:SysAdmincrmCanCSUserRunActivity
    PegaCS:SelfServiceUsercrmCanCSUserRunActivity
    Pega Call
    PegaCTI:CSRcrmCanCTIUserRunActivity
    Pega Knowledge

    PegaKM:Approver

    KMCanUserRunActivity
    PegaKM:AuthorKMCanUserRunActivity

    PegaKM:CommunityUser

    KMCanUserRunActivity

    PegaKM:ExternalKM

    KMCanUserRunActivity

    PegaKM:Publisher

    KMCanUserRunActivity
  2. If an access group does not include an access role with the required privileges, ensure that your operators can access the rules that are required to run your application:
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