triage-email class does not get an own application layer
When creating a new Customer Service application with the New Application wizard, Pega generates a new application case layer for out-of-the-box cases such as certain service cases and the Interaction case.
If you run two independent Customer Service applications on the same server, you will end up with two separate application layers for Interaction and Service cases. However, the Email Triage case will remain the same for both applications:
→ Work-Channel-Triage-Email
Same for the class PegaSocial-Message which holds the puls and e-mail messages.
My question is:
Why does those classes not get its own application layer while generating a customer service application?
Technically, this does not cause any issues, but from an architecture perspective it does not feel ideal to share the same table across multiple applications. Imagine you need to migrate one application to another system in the future.
HCA Healthcare
US
This is expected behavior in Customer Service. Work-Channel-Triage-Email and PegaSocial-Message are designed as shared, channel-level classes, because email triage and pulse/messages are cross-application capabilities, not specific to one CS implementation. If the wizard created a separate triage class and table per application, you would duplicate a lot of generic logic, make upgrades harder, and increase maintenance effort. Isolation between your two apps is handled by case types, access groups, work queues, and routing rules, not by separate triage classes. From a data perspective, you can still distinguish which records belong to which application using org/unit, channel configuration, or custom properties on the triage case or message. For migration scenarios, you would export only the records that match your application-specific identifiers instead of moving the full shared table. If you really need physical separation, you can create your own implementation triage class that inherits from Work-Channel-Triage-Email and point it to a different table, but that is a customization, not what the CS wizard generates by default.