OPS0038: The average processing time for a listener has exceeded a threshold

Pega Predictive Diagnostic Cloud™ (PDC) generates the OPS0038 event when the average message processing time for an email listener exceeds a threshold.

Reason for the event

PDC periodically evaluates the status and operation of listeners. If the average time that an email listener takes to process messages exceeds the configured threshold, PDC generates an OPS0038 event and creates an LProcessingThreshold case. You can receive a notification each time the average processing time for a listener exceeds the threshold.

The default threshold for this event is 60 seconds.

Example message text

The average processing time for listener sam201_cd1cn9f9c0 of type Email Listener exceeds the configured threshold. Average processing time: 155059 ms.

Recommended next steps

Engage a subject matter expert to investigate and resolve the issue. If you are a Pega Cloud® Services client, contact Pega Support.

To resolve the issue, try the following solutions:

  • Ensure that the email/partialfetch dynamic system setting is set to true. This setting controls whether the system uses IMAP partial-fetch.
  • Set the email/fetchsize dynamic system setting to 1024000 bytes. This setting controls the size of the fetch if IMAP partial-fetch is enabled.
  • For Pega Platform™ 8.3 and later, the default value is 1024000 bytes. For earlier Pega Platform versions than 8.3, the default value is 16 KB.

  • Confirm the maximum email size that your email listener can process by checking the value in the Maximum email size (KB) field on the Process tab of your email listener. You can specify a new email size value in this field, above which the listener will not process email messages.

    The value that you enter in this field overrides the value in the prconfig/services/emailMaxSize/default dynamic system setting. If you do not specify a maximum email size in this field, the email listener uses the value that the dynamic system setting speficies. To edit the dynamic system setting value, see Editing a dynamic system setting.

For more information, see More about Service Email rules.

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