Question
Verizon Data Services
IN
Last activity: 27 Jan 2020 8:03 EST
Association between Email Service Rule and Email Channel
I created one email channel and found that pega created email listener and service email rule for the same automatically. What is the association between email channel and email service rule . The reason I am asking this is because I see intelligent routing in the email channel, is it the service email activity which fulfills this intelligent routing or some other rule triggers in backend.
***Edited by Moderator: Lochan to update platform capability tags***
Accepted Solution
Verizon Data Services
IN
Email triage will be created if the interaction case is not available in the subject .
I found that irrespective of the intelligent logic configured pega will create a new interaction case if the interaction case is not present in the email subject and then decide what to do with that interaction case based on the intelligent routing logic . If there is an interaction case id in the subject then intelligent routing won't work , pega will simply open the interaction case and update the email triage case.
Pegasystems Inc.
IN
Hi NiKhil,
As per my knowledge, email routing is not defined in the service activity rule. The service activity is responsible to run the specific logic in the server-side. The routing can be taken care in the email channel rule. PFB articles for more information.
Verizon Data Services
IN
I checked and found that the channel id is stored in the service email rule. When I ran the service email rule , Pega is opening the channel on a temporary page and there is a OOTB activity pxGetRouteTo which decides the intelligent routing logic of the channel. The problem I am facing now is the logic in the channel is not giving me the correct output . Below is the routing logic.
I checked and found that the channel id is stored in the service email rule. When I ran the service email rule , Pega is opening the channel on a temporary page and there is a OOTB activity pxGetRouteTo which decides the intelligent routing logic of the channel. The problem I am facing now is the logic in the channel is not giving me the correct output . Below is the routing logic.
try {
com.pega.pegarules.priv.email.triage.Router router =
com.pega.pegarules.priv.email.triage.EmailTriageFactory.getInstance().createRouter();
ClipboardPage interaction = tools.findPage(tools.getParamValue("EmailTriageContextPage"));
com.pega.pegarules.priv.email.triage.RoutingAction routingAction = router.getRoutingAction(myStepPage, interaction);
if(routingAction != null) {
oLog.debug("Routing result " + routingAction.toString());
if ("operator".equalsIgnoreCase(routingAction.getActionType())) {
tools.putParamValue("routeToOperator", routingAction.getOperator());
} else if ("case".equalsIgnoreCase(routingAction.getActionType())) {
tools.putParamValue("flowType", routingAction.getCaseFlow());
tools.putParamValue("flowClassName", routingAction.getCaseClassName());
} else if("queue".equalsIgnoreCase(routingAction.getActionType())) {
tools.putParamValue("routeToWorkBasket", routingAction.getWorkQueue());
} else if("reply".equalsIgnoreCase(routingAction.getActionType())){
tools.putParamValue("automaticReply", routingAction.getAutomaticReply());
}
}
} catch(com.pega.pegarules.priv.email.triage.EmailTriageException e) {
oLog.error("Unable to resolve routing", e);
}
Accepted Solution
Verizon Data Services
IN
Email triage will be created if the interaction case is not available in the subject .
I found that irrespective of the intelligent logic configured pega will create a new interaction case if the interaction case is not present in the email subject and then decide what to do with that interaction case based on the intelligent routing logic . If there is an interaction case id in the subject then intelligent routing won't work , pega will simply open the interaction case and update the email triage case.