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Pega-ProCom agents

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The agents in the Pega-ProCom ruleset process email, service-level agreements, and assignments. The agents in this rule provide the following types of processing:

  • Processing service-level agreements and escalation ( ServiceLevelEvents )
  • Applying a flow action to assignments in bulk ( AgentBulkProcessing )
  • Sending out email correspondence ( SendCorr )
  • Checks whether starting flows references have been updated ( GenerateStartingFlows )
  • Checking incoming email (deprecated) ( Email_CheckIncoming )

Ensure that the Pega-ProCom agents rule has access to all the RuleSet Versions it needs. Symptoms of incorrect configuration can include:

  • Escalation events do not occur as expected
  • Email correspondence is generated but not sent

Checking incoming email (deprecated)

This agent is deprecated but is available for backwards compatibility. As a best practice, configure and use email services to manage incoming.

Processing service-level agreements

The activity System-Queue-ServiceLevel.ProcessEvent supports service-level agreement processing for both assignments and work items. Enable this row of the Agent Schedule form unless your applications use only non-BPM rules-engine facilities.

This agent uses a queuing facility for higher throughput. Flow processing creates queue entries (instances of the System-Queue-ServiceLevel class) and the activity dequeues them and processes them.

By default, this activity starts every 30 seconds; you can choose a higher or lower interval.

You can update three standard settings rules to control how many assignments the agent processes in a batch and other parameters.

Applying a flow action to assignments in bulk

The activity Assign-.AgentBulkProcessing performs background processing of flow actions in bulk against assignments, when requested through the bulk processing feature in the Case Manager portal. See Running flow actions in bulk.

Enable this row of the Agent Schedule form to allow managers to process assignments in the background.

Because this activity is designed to detect and work around locked work items, enable this row on only one node (of a multinode cluster) unless this causes your system to have unwanted long delays in background bulk processing. Increasing the number of simultaneously executing copies of this activity may not increase throughput in proportion, because of contention for locks.

When you start the bulk process, the system creates an instance of the Assign-Schedule-Future class, which serves to notify the Pega-ProCom agent that a bulk processing request is pending. It changes the owner of assignments to be processed to the reserved value pyBulkProcessing, so that they are no longer on the original worklist or work queue.

As it processes assignments, the Pega-ProCom agent temporarily creates instances of the Assign-Schedule-InterimResults class. When processing is complete, it forms and sends the email message.

When background processing by the Pega-ProCom agent is complete, the agent sends an email message listing the count of assignments selected and processed, and a list of the keys of assignments not processed. On the work item history display, the phrase "system on behalf of NAME" (where NAME is an operator full name) indicates that bulk processing requested by that operator occurred in background.

Sending out email correspondence

The activity Data-Corr-.Send supports outgoing email if your system contains one or more Email Account data instances with a second key part of Notify.

This agent uses a queuing facility that allows the agent to run on multiple nodes without risk of locking or deadlock issues, for higher throughput.

See the Pega Community articles How outbound email works and How to set up outbound email.

Processing starting flows (not used)

Not used.

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