Pega engineering has discovered two product issues for clients that delete an Action with Engagement Policies or Withdraw a Standard Change Request (CR) for an internal outbound treatment.   Until these hotfixes are applied, there is a chance depending on your workflow that the Engagement policies for an Action or the Eligibility conditions for a Treatment are dropped, and Actions are sent to unintended recipients. 

Issue 1: Treatment Eligibility Conditions 

This causes the Treatment eligibility to be automatically removed when using 1:1 Operations Manager or Revision Management to Create or Update a Treatment and the Change Request (CR) is later Withdrawn.   

Issue 2: Action Engagement policy 

This causes the Action Engagement policies to be automatically dropped when an Action which exists in a previous ruleset version is deleted. 

Both issues require immediate attention through hotfix application to ensure operational stability and data integrity. 

Which Clients are affected? 

    1. Treatment Eligibility Conditions Issue: 
         You may be affected if your organization: 

• Creates or Updates Internal Outbound Email or SMS treatments in 1:1 Operations Manager or Revision Management in the CDH Portal 

• This Change Request (CR) is later Withdrawn or Returned to Build, resulting in eligibility conditions being dropped 

    2. Action Engagement Policy Issues: 
        You may be affected if your organization: 

• DOESN’T use 1:1 Operations Manager or Revision Management for managing changes to Actions.  Manually manage changes in branches and ruleset versions 

• Actions with Engagement policies defined and exist in multiple ruleset versions (commonly referred to as Lock & Roll) 

• The Action is Deleted from the open ruleset version resulting in Engagement policies being dropped. 

If you are NOT using Internal Email Treatments (meaning you are authoring emails in CDH), then this does NOT affect you. 

Problem root cause:  

1. Treatment eligibility conditions Root Cause: 
   The issue stems from an incomplete cleanup process when a Treatment is deleted as part of a Change Request.  This results in the treatment eligibility policies being dropped. The system fails to properly manage the dependency chain between treatments and their associated eligibility policies during withdrawal operations; that can cause Action Safety issues. 

2. Action Engagement Policy Root Cause: 
   The problem originates from when an Action with Engagement policies is deleted from an open ruleset version, the engagement policies from the previous ruleset version are not copied into the open ruleset version resulting in the engagement policies being dropped.  Since the associated proposition filter is shared across other Actions, it’s necessary to copy the previous version conditions into the latest proposition filter. 

Both issues result in engagement policies and eligibility conditions to be automatically removed resulting in customers receiving unexpected Actions. 

Resolution: 

Hotfixes 

1. Treatment eligibility condition issue: 

• HFIX-C1551 - Apply hotfix HFIX-C1551 for 24.2 systems 

• HFIX-C2322 - Apply hotfix HFIX-C2322 for 24.1 systems 

• HFIX-C2323 - Apply hotfix HFIX-C2323 for 23 systems 

2. Action Engagement policies issue: 

• HFIX-C1835 - Apply hotfix HFIX-C1835 for 24.2 systems 

• HFIX-C1836 - Apply hotfix HFIX-C1836 for 24.1 systems 

• HFIX-C1837 - Apply hotfix HFIX-C1837 for 23 systems 

Obtaining your hotfix 

If you are a Pega Cloud client, your Pega Cloud® environments, are being proactively remediated by Pega. Cloud Maintenance (CM) cases are being created for each of your environments which provides the schedule of when the hotfixes will be applied. 

If you are a United States Pega Cloud for Government (PCFG) client, Cloud Change (CC) cases are being created for the relevant hotfix, which will be applied by Pega.   

If you are an on–premises or client managed cloud client, please review the hotfix list to determine which hotfix correspond to your Pegasystems installation. Once you have determined the appropriate hotfix ID, please submit hotfix requests using My Support Portal.  As always, be sure you have appropriate backups in place before applying the hotfixes. 

If you have queries or concerns, please raise a ticket with Global Client Support via My Support portal.