Pega Cloud team perform various tasks at the request of our Pega Cloud clients.
We now have three task categories for Pega Cloud Change Requests (CCs):
- Standard: Low-risk changes that are specific, concrete, and pose little information security or compliance risk.
- Significant: Higher-risk, critical changes that require technical review
- Major: Changes with the highest criticality that need to be reviewed by the Pega Cloud Change Advisory board (CAB).
The change category, environment type, and urgency all play apart in the approval process and routing for your Cloud Change Requests
The table below outlines the tasks available and the level of approval required before the task can be carried out.
Please familiarize yourself with this list prior to raising your CCs.
| Task Name | Task Description |
Sub |
Task |
Client |
Technical Review |
Cab Review |
Singular Task |
|---|---|---|---|---|---|---|---|
| Access Change | Access changes include requests to modify the authentication or authorization facilities of the environment, as well as other changes to access security files such as certificates and ciphers. Examples of Access Changes include requests to setup or modify SFTP configurations, and cryptographic service changes (certificates, ciphers, etc.). Any Access Change that has an impact on the access security of the system, either directly or indirectly, must be specifically authorized by a client security contact in writing. Please provide specific details regarding the access change needed for the environment. Supporting Document Requested: Customer Client security contact approval. |
Others | Significant | Production | Production | None | FALSE |
| Configuration File Change | Select this task to request a change to a standard environment or platform configuration file. The *only files* that may be modified by this change task are: (Tomcat) context.xml, (Tomcat) setenv, (Pega) prconfig.xml, and (Pega) prlog4j2.xml. A change to any other configuration file is considered a Platform Change and must be submitted by selecting this task in the Significant category. Please provide specific details regarding the file that needs to be altered and the desired changes, or attach a copy of the modified configuration file for implementation. | Others | Standard | None | None | None | FALSE |
| Data Changes | Data changes include requests to modify (update, delete, drop, or truncate) production data, as well as requests to copy, move, extract, or transmit production data in any way that could potentially compromise data security. Examples of Data Changes include requests to execute SQL scripts or statements that modify production data, and requests to copy production data to a lower or less secure environment. All Data Change requests must be specifically authorized by a client security contact in writing. Please provide specific details regarding the data change needed. Supporting Documents Requested: Client security contact approval. Alternative Solutions Available: Query Runner. See https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pega-cloud-o… |
Database | Significant | Production | Production | None | FALSE |
| Create, insert and select | Self-Service Tip: Database Create/Alter/Insert/ select self-service capability is provided for clients through the Dev Studio and it's highly recommended to use the same. For more information, see: https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pega-cloud-o… However, you can select this task to request schema object creation, alteration, or to insert data into the database. Any other database changes must be submitted using the Data Change task in the Significant category. Please attach the SQL script(s) associated with this task, and any special instructions about how they should be executed. Supporting Documents Requested: SQL scripts. |
Database / Legacy |
Significant | Production | None | None | FALSE |
| Database Create/Alter/Insert |
Self-Service Tip: Database Create/Alter/Insert/ select self-service capability is provided for clients through the Dev Studio and it's highly recommended to use the same. For more information, see: https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pega-cloud-o… However, you can select this task to request schema object creation, alteration, or to insert data into the database. Any other database changes must be submitted using the Data Change task in the Significant category. Please attach the SQL script(s) associated with this task, and any special instructions about how they should be executed. Supporting Documents Requested: SQL scripts. |
Database/Legacy | Significant | Production | None | None | False |
| Database Restore – to the *same* environment only! | Select this task to request a system be restored to a specific point-in-time recovery point, or to a full backup. This task only covers restores to the *same* environment the backup was taken from. Applying a database restore to a different environment must be submitted using the Data Change task in the Significant category instead. Please provide details about the point-in-time recovery or type of restore that needs to be performed. | Database | Significant | Production | Production | None | FALSE |
| Decommission - Account or Environment | Select this task to request decommissioning environments or VPC in the case that your contract has elapsed or your POC has completed. | De- commissioning |
Major | All | None | Production | TRUE |
| Hotfix Installation | Select this task to detail the installation of one or more Pegasystems hotfix packages. If this task will be completed by the client team, there is no need to attach application files to this case. If this task will be performed by Pega Cloud support, please provide specific details about the hotfix packages that need to be installed and either attach all necessary files or provide an support case reference number for where they may be found. If hotfixes need to be installed in a particular order, or there are special instructions, please document these requirements here as well. Supporting Documents Requested (if installation by Pega Cloud support): All files required for installation. |
Others | Standard | None | None | None | FALSE |
| Install Strategic Applications | Select this task to request installing strategic Pega applications or add-on products such as Deployment Manager, Language pack, or Sample data. |
New or |
Standard | None | None | None | TRUE |
| Network – DNS Change | Select this task when you need a hostname that is not listed on public DNS servers to be resolved to a specific IP address. This change involves establishing or updating a co-hosted zone on the Amazon DNS servers. The Fully Qualified Domain Name (FQDN) of the hostname may then be added to the hosted zone to enable IP address resolution. The hosted zone may be made public, allowing the world to lookup the IP address using the FQDN, or private, only allowing hostname lookup from within the Virtual Private Cloud (VPC) that your environment resides in. Information required: FQDN and IP address of the hostname, and whether you would like the hosted zone to be public or private For more information on Pega Cloud networking and VPN services please see these documents: https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pcs-networki… |
Network - Other |
Major | All | All | All | FALSE |
| Network - VPC Routing Change | Select this task when you need to change a private, encrypted network communication between your internal network and Pega Cloud. An initial VPN connection *must* exist between Pega Cloud and your internet-facing firewall. You may request the addition of private (internal-facing) IP addresses and/or subnets as tunnels in the VPN. These addresses and/or subnets must not overlap with the Pega Cloud private subnet. Information required: details of the IP address(es) or VPN tunnels to be added/changed NOTE: If you implement a policy-based VPN (for example, using a Cisco ASA), please be aware that AWS only supports a single security association (and therefore a single network in your encryption domain). The following article discusses the security association restriction: https://aws.amazon.com/premiumsupport/knowledge-center/vpn-tunnel-troub… For more information on Pega Cloud networking and VPN services please see these documents: Pega Cloud Networking and Pega Cloud VPN Service If a change does not cause an impact to your environment and is being done to enable network connectivity, Pega may implement the change prior to the requested time. |
Network Changes |
Major | All | All | All | TRUE |
| Network – VPN Change | Select this task when you need to change a private, encrypted network communication between your internal network and Pega Cloud. An initial VPN connection *must* exist between Pega Cloud and your internet-facing firewall. You may request the addition of private (internal-facing) IP addresses and/or subnets as tunnels in the VPN. These addresses and/or subnets must not overlap with the Pega Cloud private subnet. Information required: details of the IP address(es) or VPN tunnels to be added/changed NOTE: If you implement a policy-based VPN (for example, using a Cisco ASA), please be aware that AWS only supports a single security association (and therefore a single network in your encryption domain). The following article discusses the security association restriction: https://aws.amazon.com/premiumsupport/knowledge-center/vpn-tunnel-troub… For more information on Pega Cloud networking and VPN services please see these documents: Pega Cloud Networking and Pega Cloud VPN Service If a change does not cause an impact to your environment and is being done to enable network connectivity, Pega may implement the change prior to the requested time. |
Network |
Major | All | All | All | TRUE |
| Network - Allow-List Change | Select this task when you require access from a public-facing and/or private (internal-facing) IP address to a Pega Cloud system or service. When requesting that private (internal-facing) IP addresses be allow-listed, ensure that these IP addresses are allowed over the Private Connectivity via VPC Routing. If need be, select the "Network - VPC Routing" task first to add the IP addresses to the VPC Routing (Separate CC), and then perform this task. Information required: IP address(es) and or subnets requiring access Please confirm whether you require IP allow-listing for all tiers of your environments or specific tiers like web/util/decision hub. If no specifics are provided, only web tier will be selected as default. NOTE: We will only allow-list internet-facing IP addresses if they are owned by your company or an approved partner/contractor for your company. We will not allow-list internet-facing IP addresses that are owned by a residential or commercial ISP (unless designated by the company as their ISP). For more information on Pega Cloud networking please see these documents: Pega Cloud Networking and Pega Cloud VPN Service |
Network - Other |
Major | All | All | All | FALSE |
| Network – Whitelisting Change | Select this task when you require access from a public-facing and/or private (internal-facing) IP address to a Pega Cloud system or service. When requesting that private (internal-facing) IP addresses be allow-listed, ensure that these IP addresses are allowed over the Private Connectivity via VPC Routing. If need be, select the "Network - VPC Routing" task first to add the IP addresses to the VPC Routing (Separate CC), and then perform this task. Information required: IP address(es) and or subnets requiring access Please confirm whether you require IP allow-listing for all tiers of your environments or specific tiers like web/util/decision hub. If no specifics are provided, only web tier will be selected as default. NOTE: We will only allow-list internet-facing IP addresses if they are owned by your company or an approved partner/contractor for your company. We will not allow-list internet-facing IP addresses that are owned by a residential or commercial ISP (unless designated by the company as their ISP). For more information on Pega Cloud networking please see these documents: Pega Cloud Networking and Pega Cloud VPN Service |
Network - Other |
Major | All | All | All | FALSE |
| Network-PrivateLink Connectivity Change |
Select this Task when you require establishment or modification of AWS PrivateLink for your Pega environment. Please specify PrivateLink Ingress into your Pega environment or PrivateLink Egress out of your Pega environment or both -For PrivateLink Egress out of your Pega environment, please provide your AWS PrivateLink Endpoint Service name, your Availability Zone IDs (use ""euc1-az3"", not ""eu-central-1b""), and whether you wish to use Private DNS for your Endpoint name or not -For PrivateLink Ingress into your Pega environment, please provide your Allowed Principal in the form ""arn:aws:iam::<your AWS Account ID>:root""" |
Network Changes |
Major | All | All | All | TRUE |
| New Environment Provisioning (For Information Only) | Select this task to request additional environments if you have already signed a Subscription Agreement. | New or Additional Deployments |
Significant | All | None | None | TRUE |
| Pega Patch Update (For Information Only) | Select this task to request an update to a specific patch version of Pega Infinity. For example: 8.5.4 to 8.5.x or 8.6 to 8.6.x. Note: Pega Cloud ensures that you have access to the latest features and capabilities of Pega Platform and your Pega applications by performing periodic system maintenance on your Pega Cloud environments. For more information, see https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pcs-keeping-… |
Software Updates |
Standard | None | None | None | TRUE |
| Pega Platform Update(Minor or Major versions) | Select this task to request an update to a specific minor or major version of Pega Infinity. For example: 7.x to 8.8.x or 8.3.x to 8.8.x Note: Pega Cloud ensures that you have access to the latest features and capabilities of Pega Platform and your Pega applications by performing periodic system maintenance on your Pega Cloud environments. For more information, see https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pcs-keeping-… |
Software Updates |
Standard | None | None | None | TRUE |
| Pega Platform Upgrades(Minor or Major versions) | Select this task to request an update to a specific minor or major version of Pega Infinity. For example: 7.x to 8.8.x or 8.3.x to 8.8.x Note: Pega Cloud ensures that you have access to the latest features and capabilities of Pega Platform and your Pega applications by performing periodic system maintenance on your Pega Cloud environments. For more information, see https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pcs-keeping-… |
Software Updates |
Standard | None | None | None | TRUE |
| Post-Implementation Tasks | Select this task to provide details of the work that must be completed after a change has been successfully verified and system sign-off has been provided. Tasks in this category prepare the environment to return to a full production state. Examples of post-implementation tasks include re-enabling agents, listeners, or restarting nodes. Please provide specific details of the post-implementation tasks to be performed and add a reference to the original Cloud Change (CC) ticket. | Others | Standard | None | None | None | FALSE |
| Pre-Implementation Tasks | Select this task to provide details of the work that must be completed before a change plan is performed. Tasks in this category prepare the application or environment for the main change. Pre-implementation task examples include disabling agents, listeners, and shutting down nodes. Please provide specific details of the pre-implementation tasks to be performed and add a reference to the original Cloud Change (CC) ticket. Request Clone Environment (For Information Only) Select this task if you are requesting additional clone environments for testing purposes as part of your subscription agreement. |
Others | Standard | None | None | None | FALSE |
| Request Clone Environment (For Information Only) | Select this task if you are requesting for the additional Clone environments as part of your subscription agreement for testing purpose | New or Additional Deployments |
Standard | None | None | None | TRUE |
| Server Restart | Self-Service Tip: Pega Cloud clients can restart Development environments, Staging environments, and Application Nodes from My Pega Cloud (msp.pega.com). For more information on self-service restarts, see: https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/mpc-environm… Select this task to request a restart of an application server, database server, or AWS instance. Please detail any secondary actions that need to be performed during the restart, such as deleting the temporary file cache. |
Others | Standard | None | None | None | FALSE |
| SFTP Provisioning | Select this task to request a new SFTP Tier for your existing environment. For more information, see https://docs.pega.com/bundle/pega-cloud/page/pega-cloud/pc/pcs-using-sf… |
New or Additional Deployments |
Standard | None | None | None | TRUE |
| Update Strategic Applications | Select this task to request an update of strategic Pega applications such as Customer Decision Hub or add-on services such as Deployment Manager. | Software Updates |
Standard | None | None | None | TRUE |
| Upgrade Strategic Applications | Select this task to request an update of strategic Pega applications such as Customer Decision Hub or add-on services such as Deployment Manager. | Software Updates |
Standard | None | None | None | TRUE |
| Add/Remove Load Balanced Node | Select this task to add or remove an *existing* node from the Enterprise Load Balancer (ELB). The creation of new nodes, or the permanent removal of an existing node, is considered a Platform Change, and must be submitted by selecting this task in the Significant category. Please provide specific details about the node(s) to be added or removed. | Others | Standard | None | None | None | FALSE |
| Backout Plan | Select this task to provide detailed instructions to backout the main change tasks in this item. Please provide instructions in an ordered list format (1, 2, 3, etc.) and clarify if any change tasks should NOT be backed out. | Others | Standard | None | None | None | FALSE |
| Cloud Infrastructure Upgrade (For Information Only) | Select this task to request the Pega Cloud infrastructure be upgraded, for example from Cloud 2.14 to Cloud 2.15 | Software Updates |
Standard | None | None | None | TRUE |
| Column Populator | Self-Service Tip: Column Populator Utility is being provided as Self-service for the Customers and it's highly recommended to use self-service capabilities. Please refer below articles to use the Utility. https://community.pega.com/knowledgebase/articles/database-management/d…. https://community.pega.com/knowledgebase/articles/system-administration… However, in case if you are unable to use the Column Populator Utility due to any issues, please contact Pega Support via Service Request. However, Select this task to request execution of the Column Populator utility to expose content from Pega BLOBs in database table columns. Please provide all the execution parameters for the utility in the task description, or attach a copy of the prpcUtils.properties file which fully documents the execution parameters for the program. Supporting Document Requested (if not specified in the task details): prpcUtils.properties file. |
Legacy | Standard | None | None | None | FALSE |
| Environment Access Changes | Access changes include requests to modify the authentication or authorization facilities of the environment or Pega Platform as well as other changes to access security files such as certificates, ciphers, and network configuration files. Examples of Acce+ | Others | Significant | None | None | None | FALSE |
| Infinity or InfinityX - Service Deployment | Select this task to request for deploying the New Infinity or InfinityX services like Search and Reporting Service, Storage Service, Stream Service, Infinity Regional DNS, Constellation UI Service etc. | New or Additional Deployments |
Significant | None | None | None | TRUE |
| Infinity or InfinityX - Service Updates | Select this task to request for updating the already deployed Infinity or InfinityX services like Search and Reporting Service, Storage Service, Stream Service, Infinity Regional DNS, Constellation UI Service etc. | Software Updates |
Significant | None | None | None | TRUE |
| Platform Changes | Platform changes include requests to modify files or folders in the Pega Cloud environment, change platform configuration (for ex. kernel parameters) or services, and any requests to install or change software that is not a part of the Pega Cloud Service Catalog. Depending on the nature of the Platform Change request written authorization by a customer security contact may be required. Please provide all the details necessary to implement the change. Supporting Documents Requested: Customer security contact approval. | Others | Significant | None | None | None | FALSE |
| RAP File Installation | Select this task to detail the installation or import of application rule archives (RAPs) and jar files (libraries). If this task will be completed by the customer team there is no need to attach application files to this case. If this task will be performed by Pega Cloud support please provide specific details about the application installation and attach all necessary files to the SR. Supporting Documents Requested (if installation by Pega Cloud support): All files required for installation. | Others | Standard | None | None | None | FALSE |
| System Verify and Sign-off | Select this task to provide details of the specific tests and success criteria necessary to verify successful change deployment. This includes login tests, “smoke tests”, and other verification tests. If there are specific deployment sign-off steps required, please detail them in this task as well. | Others | Standard | None | None | None | FALSE |
| Pega Cloud Service Updates | Select this task to request an update for a deployed service that is part of the Pega Cloud infrastructure. Typically this task is requested by our internal Cloud Engineering team to deploy services that support the Pega Cloud infrastructure for our clients. | Software Updates | Significant | None | Production | None | True |