Contributed by Michael Cunanan

Applies to Pega Platform™ 8.7.4 and earlier releases

Symptoms

Email listeners might stop or intermittently stop working or stop creating cases in applications running on Pega Platform™ 8.7.4 and earlier releases that integrate with Microsoft Graph SDK v1.0 or later versions.

Explanation

Third-party product issue

In February of 2023, Pega recognized an issue with Microsoft Graph SDK v1.0 that caused e-mail listeners to stop or intermittently stop working or stop creating cases. It is believed that changes within the Microsoft environment affected Microsoft Graph SDK v1.0. However, Microsoft no longer supports Microsoft Graph SDK v1.0 because it is deprecated. The impact is isolated to applications running on Pega Platform 8.7.4 and earlier releases that use Microsoft Graph SDK.

Environments

The problem can be found on Pega Platform 8.7.4 or earlier but was reported in the following environments:

• Pega Platform version 8.7.3 on Pega Cloud® services 2.23.4
• Pega Platform version 8.6.5 on Pega Cloud services 2.24.4
• Pega Platform version 8.6.2 on Client Cloud services 2.20.8
• Pega Platform version 8.5.6 on Pega Cloud services 2.24.4
• Pega Platform version 8.5.3

Solutions

Best Practice: Keep current with Pega 

If you are using Pega Platform 8.7.4 or earlier releases and plan to integrate Microsoft Graph in your applications, update to Pega Platform 8.7.5 or a later release. These later releases of the Pega Platform support Microsoft Graph REST API instead of Microsoft Graph SDK.

See the Resolved Issues for the following Pega Platform releases. On the Resolved Issues page, search for the Title Handling added for missing MSGraph charset.

Pega Platform 8.6.6 Resolved Issues ISSUE # 756571

Pega Platform 8.7.5 Resolved Issues ISSUE # 756573 

Pega Platform 8.8.1 Resolved Issues ISSUE # 756572

After Pega Platform '23 is released and its Resolved Issues are published, find ISSUE # 756574.

If you cannot update to Pega Platform 8.7.5 or a later release, go to My Support Portal and click New Request > For something I need. In the Request Type fields, specify Other. In the Short Description field, request a “re-try Mechanism” hotfix for Microsoft Graph. Obtain and install the “re-try Mechanism” hotfix before you attempt to integrate Microsoft Graph into your Pega application.

The following table lists available hotfixes that you can request explicitly. Watch for updates when new hotfixes become available.

If you are using a release that is earlier than Pega Platform 8.7.4 and a hotfix is not listed in the table above and you recently integrated Microsoft Graph SDK v1.0 and your email listeners stopped working or stopped creating cases in applications, go to My Support Portal and click New Request > For an issue I’m Having. In the Short description field include “Microsoft Graph SDK issue caused e-mail listeners to stop working”.

Pega is currently investigating the feasibility of declaring the  “re-try Mechanism” hotfixes as Critical to make them available for Pega Platform 8.7.4 and earlier releases. Watch this Support Document for new information when it becomes available.

Related content

Microsoft Documentation

Versioning, support, and breaking change policies for Microsoft Graph

Pega Documentation

Ensuring messages are processed before switching your email protocol to Microsoft Graph 

Configuring OAuth 2.0 authentication for sending and receiving emails by using Microsoft Graph 

Use Microsoft Graph to receive email more securely