Purging Work-Channel-Triage-Email Cases Based on Related Work

General
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1

Hi Team,

We are using Email Channels in our Pega application to process incoming emails.

When certain conditions are met, Pega automatically creates a Work-Channel-Triage-Email (ET) case. Users review this triage case, gather additional information from the customer, and then create a business case (DST) through the Email Manager portal for further processing.

The ET and DST cases are linked through Link-Association-RelatedWork.

For the DST case type, we have configured case purging through the Case Type settings. Once a DST case reaches Resolved-Completed status and meets the retention criteria, the case and its associated data are automatically purged.

Our requirement is to also purge the related ET case whenever the associated DST case is purged.

We explored the Email Channel configuration and found the standard option to purge email cases based on the case resolution age. However, this does not satisfy our requirement because we want the ET case lifecycle to be driven by the purge of the related DST case rather than a fixed retention period.

The challenge is that:

  • Work-Channel-Triage-Email is a system-generated case type.
  • There is no Case Type rule available to configure retention policies.
  • There is no obvious pyDefault or case lifecycle configuration available for ET cases.

Has anyone implemented a similar requirement?

Any guidance or recommendations would be greatly appreciated.

Thanks in advance!

2

Here’s a more polished and professional rephrased response tailored to the customer’s query:

Hello,

Thank you for providing the detailed background.

For Email Triage (ET-) cases, Pega provides an archival mechanism; however, this capability is primarily designed for Pega Cloud environments. You can review the following documentation for additional details:

Archiving resolved email cases

Based on the scenario you described, there is currently no out-of-the-box capability to automatically purge or archive a Work-Channel-Triage-Email (ET) case when its related DST case is archived.

Given the relationship between the ET and DST cases, and assuming that the ET case is effectively resolved once the corresponding DST case is resolved, we would recommend aligning the retention strategy for both case types wherever possible.

Recommended Approach: Configure Matching Archival Policies

If the business requirement is for both the ET and DST cases to be retained and removed together, consider the following approach:

  1. Enable archival for both case types, where supported.
  2. Configure equivalent archival eligibility criteria, such as:
    • Resolution status
    • Resolution date
    • Business-specific retention conditions
  3. Allow each case type to become independently eligible for archival based on the same criteria.

With this configuration, both the ET and DST cases will follow a similar retention lifecycle and are likely to be archived around the same time, even though the archival process itself operates independently for each case type.

I hope this clarifies the current product capabilities and available options. Please let us know if you have any additional questions or if you’d like to discuss potential customization approaches.

Best regards,
Praveen Kumar Mankala

3

Thank you for the response and suggestions, however we are not using only by the case age of the DST case for purging rather we are using business logic for selecting the cases for purge. I have attached screenshots of the configurations below.

However, I could not find the similar options for configuring the business logic in the channel, only option available is to configure based on the age of the case.

We are on Pega version 25.1.2

DST case purge logic:

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image1187Ă—362 19.5 KB

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image976Ă—417 28.4 KB

ET case purge logic from the channel:

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image507Ă—385 10.7 KB

4

Agree Praveen. As of now, we did not have option to include the “Based on business logic and time since resolution” option for email triage cases archival policy. We’ll check possibility and update you.

5

@PraveenKesari when archival is enabled from Email channel, a corresponding Data-Retention-Policy instance is created of class Work-Channel-Triage-Email. You should be able to write your own business logic to trigger archival of Email Triage cases.

Alternatively, you can also add Email triage class as an associated class of your service case which will trigger archival of ET when your service case is archived. This will archive pulse, attachments, etc but you’ll also need to add one more association for Data-Triage-Email instances.

Let me know how it goes.