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Resolved Issues

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NOTE: Enter just the Case ID number (SR or INC) in order to find the associated Support Request.

INC-142930 · Issue 600770

Email history will be stripped from case replies

Resolved in Pega Version 8.4.4

When sending an email reply to a case, the entire email history (all previous emails in the email chain) was attached to the case as part of the reply.To resolve this, updates have been made so the system will strip history only when it's a follow-up mail. In addition, an issue with duplicate attachments has been corrected, and attachments from trailing mail will not be copied to a new post.

INC-143320 · Issue 602282

Support added for email addresses with hyphen in domain name

Resolved in Pega Version 8.4.4

When attempting to enter a email with a hyphen '-' in the domain part of an email ID (test_ab@test-email.com), the reply button was getting disabled. This was caused by the regex validation implemented in the "pzValidateEmailAddress" (Work-Channel-Triage-Email) standard activity not covering all the possible cases. To resolve this, regex has been changed to instead use a platform-provided rule to ValidateEmailAddress.

INC-145425 · Issue 600774

New email template added to include full message history

Resolved in Pega Version 8.4.4

Whenever a reply was sent from the email triage case, the outbound email sent only the actual reply along with the original email and latest reply only, skipping all remaining replies from email. For example, if there were 5 replies from case, replying 5th time generated an outbound email that contained only 5th reply (actual / current), original reply (which created the service case) and the latest reply (reply 4 in this case) and skipped reply 1 and reply 2. To resolve this, a new Outlook-style template has been added for use in replies that will include all of the previous exchanges.

INC-146544 · Issue 604495

Updated handling for unexpected character set in non-UTF-8 email

Resolved in Pega Version 8.4.4

After upgrade, the listener properly created a case from an email, but the space character was being replaced by ? in the inbound emails. Investigation showed the messages did not appear properly in the UI if the email was sent using any encoding other than Unicode (UTF-8) and it had a special character set. To resolve this, the system will remove the attachment type which includes the charset.

INC-149667 · Issue 610053

Email Triage properly maps attachments to case

Resolved in Pega Version 8.4.4

Attachments from emails coming in via the Email channel were not being attached as expected to both the Email Triage case and the case generated from that. Instead, attachments were only being added to the triage case. This was traced to the pyAttachments property not being properly updated for attachment to the generated case, and has been resolved.

INC-150367 · Issue 606030

Double quotes escaped in entity mapping

Resolved in Pega Version 8.4.4

A usecase where the BOTS created the triage cases from the emails and pushed it to the Workgroup had an intermittent problem where the screen would freeze and no actions could be performed. perform any action on the same. Investigation showed this occurred when the entity text contained double quotes which is caused JSON to break on the client side. This generated an exception during rendering, and other onload scripts failed on load and blocked the entire thread. To resolve this, the system will now avoid the JSON break by escaping double quotes in entity mapping.

INC-152776 · Issue 621244

Check added for HTML and linefeed combined in email

Resolved in Pega Version 8.5.3

In the Interaction right hand pane Email triage widget, additional line breaks were seen when displaying email message data that contained table tags. This was a missed use case for email which contains both HTML and '\n', which resulted in the system replacing '\n' with </br>. This has been resolved by adding a check whether the content has HTML tags which will avoid the replacement.

INC-156422 · Issue 617382

Updated email triage case creation to avoid unique key issue

Resolved in Pega Version 8.5.3

After upgrade, when the email listener queued the case and an agent picked up the queued item to create an Email Triage Case and then the interaction case, trying to commit the case failed with a Unique Key violation. Investigation traced this to the system trying to insert the record into the PC_WORK_TRIAGE table twice due to a timing issue in the workobject commit. This has been resolved.

INC-127591 · Issue 564820

isAuthenticated checks trimmed for Performance Improvement

Resolved in Pega Version 8.4.2

In order to improve performance, a duplicate check of pxIsRepositoryAuthenticated has been removed from the Function Rule.

INC-127859 · Issue 564621

Email image retrieval switched to Lazy Load

Resolved in Pega Version 8.4.2

In email, multiple images being loaded at once resulted in a performance impact. To resolve this, the fetching of inline images has been modified to use Lazy Load optimization which will retrieve file content from S3 storage on a need basis.

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