Association between Email Service Rule and Email Channel
I created one email channel and found that pega created email listener and service email rule for the same automatically. What is the association between email channel and email service rule . The reason I am asking this is because I see intelligent routing in the email channel, is it the service email activity which fulfills this intelligent routing or some other rule triggers in backend.
***Edited by Moderator: Lochan to update platform capability tags***
As per my knowledge, email routing is not defined in the service activity rule. The service activity is responsible to run the specific logic in the server-side. The routing can be taken care in the email channel rule. PFB articles for more information.
I checked and found that the channel id is stored in the service email rule. When I ran the service email rule , Pega is opening the channel on a temporary page and there is a OOTB activity pxGetRouteTo which decides the intelligent routing logic of the channel. The problem I am facing now is the logic in the channel is not giving me the correct output . Below is the routing logic.
Email triage will be created if the interaction case is not available in the subject .
I found that irrespective of the intelligent logic configured pega will create a new interaction case if the interaction case is not present in the email subject and then decide what to do with that interaction case based on the intelligent routing logic . If there is an interaction case id in the subject then intelligent routing won't work , pega will simply open the interaction case and update the email triage case.