Troubleshooting —
Service level rules not executing
|
|
When any assignment shape in the flows in your application references
a service level rule, the shape changes to include a clock symbol
(
). The service level rules define
escalation processing for the assignments.
Any of several conditions may prevent such processing from occurring as expected. Use this topic to assist in analyzing and debugging this condition.
Is the
Pega-ProCom agent enabled?
Is the service
level activity enabled?
Can the agent see
and execute the service level rules?
Diagnosis |
Action |
|
Examine the Access Group field on the Data-Agent-Queue instance for the Pega-ProCom agent. Open this access group and confirm that it provides — directly or indirectly — access to the RuleSets and Versions that contain the service level rules. |
Update an access group or the agent queue instance to ensure that the Pega-ProCom agent can execute all the service level rules in your application.
|
Are the
service level rules available?
Diagnosis |
Action |
|
Some service level rules may be unavailable. |
Open each service level, being careful to open the
highest-numbered version that the Pega-ProCom
agent can access. Examine the Service Level form; confirm
that the Availability is set to Yes
( |
Which escalation
is not occurring?
Diagnosis |
Action |
|
In some cases, escalation processing of service levels may occur properly but be difficult to detect. |
Review each service level rule and identify the assignment or work object properties that are affected. Then review assignments and work objects that you believe were processed, to see whether their property values reflect escalation processing.
|
Diagnosis |
Action |
|
Timing of assignments and service levels depends on the internal clock on each Process Commander node and on the server supporting the PegaRULES database. |
Ensure that clock on each node are synchronized. See Pega
Developer Network article |
Does your
system have two Pega-ProCom agents running ?
Does your
system support multiple applications ?
Are calendars
set up correctly?
|
agent, service level |
|
About Agent
Schedule data instances
Understanding the Pega-ProCom agent |
|
Atlas — Initial Dynamic System Settings |
To make a RuleSet version available to
every agent, add it to the Production
RuleSets area of the PegaRULES:Agents
access group; this access group is used by the
Batch requestor type. MARIK
) or Final (
).
By default, Process
Commander does not record escalation processing in work
object history. Your service level rules can call the
Work-.AddHistory activity to record their
processing.
PRKB-10206
How to synchronize server clocks and database clocks with NTP
for correct service level computations.