Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

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

    1. Create an SLA rule.
    2. 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:
    1. Delete the agent schedules for the agent rules where the Service Level Agent lies (that is, Pega-ProCom).
    2. Restart the server to recreate all the missing agent schedules for the nodes.
    Observe that the SLA items are processed correctly by the agent and the 'Last Run Finish' has a timestamp value (not null).


    Published October 24, 2017 - Updated October 8, 2020

    Was this useful?

    0% found this useful

    Have a question? Get answers now.

    Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

    Did you find this content helpful?

    We'd prefer it if you saw us at our best.

    Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

    Close Deprecation Notice