Support Article
Agent does not process SLA items
SA-41194
Summary
An agent does not process Service Level Event items and they appear in the queue. The Service Level Event items are in the Scheduled or Now-Processing status.
Error Messages
Not Applicable
Steps to Reproduce
- Create an SLA rule.
- Increase the SLA urgency.
Root Cause
An issue in the agent schedule for a particular node. When processing a queue item, the agent looks for the schedule to process only those items for which a specific agent is enabled in the schedule. Since the agent schedule for a specific node is corrupt, the SLA items are not processed. It is also observed that the ‘Last Run Finish’ is empty for the Service Level Agent, from the SMA, because of the incorrect configuration in the agent schedule.
Resolution
Perform the below local-change to process the SLA items and for the Last Run Finish to have a timestamp value:
- Delete the agent schedules for the agent rules where the Service Level Agent lies (that is, Pega-ProCom).
- Restart the server to recreate all the missing agent schedules for the nodes.
Published October 24, 2017 - Updated October 8, 2020
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