Pega-ProCom agents

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)
• Retrieving PDF files from the PegaDISTRIBUTION Manager (GetConvertedPDFsFromPDM)
• Checks whether starting flows references have been updated (GenerateStartingFlows)
• Checking incoming email (deprecated in V5.3) (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

1. 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.

2. 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 the queuing facility introduced in V5.4 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. See PDN article Understanding service levels and System Settings for the Pega-ProCom agent.

3. 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 of the Process Work workspace of the Case Manager portal. See Case Manager portal — How to process assignments and cases 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.

4. 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 the queuing facility introduced in V5.4, allowing the agent to run on multiple nodes without risk of locking or deadlock issues, for higher throughput.

See PDN articles How outbound email works and How to set up outbound email.

5. Retrieving PDF files

The activity @baseclass.GetConvertedPDFsfromPDM requests that the PegaDISTRIBUTION Manager send a converted Portable Document Format (PDF) file to the Pega 7 Platform server. The agent then attaches the document as a file attachment to the original work item, using an attachment category identified in the earlier parameter to the standard activity Work-.ConvertAttachmentToPDF.

Enable the row containing this activity if your application uses the PegaDISTRIBUTION Manager (PDM) and COS to convert Word DOC attachments to PDF format.

6. Processing starting flows (not used)

Not used.

	agent, starter flows
	Agents — Concepts and terms About Agents rules About Agent Schedule data instances About Email Account data instances
	Atlas — Standard Agents

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