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Support Article

Agent hangs trying process email

SA-23521

Summary



Agent hangs while trying to parse an email to find a Swift message.
PRPC thread are hanging during parsing of an email with the Parse Transform rule: IsSwiftMessage.
The processing takes ages (we don't see the end of it).
The issue is seen with some email which are larger than usual (400 Kb).


Error Messages



Not Applicable.


Steps to Reproduce


Launch the SI manager portal with sisyadmin user.
Then click "New", select MsgCase and "Generic Message".
Copy a large email message in Inbound Message field and click "Create".


Root Cause



A defect in Pegasystems’ code or rules.
The regex used is inefficient. While it produces the expected result, it consumes a lots of CPU for large email.



Resolution



Perform the following local-change:

In the IsSwiftMessage parse rule, use the following regular expression:
(\{1:.*\s*\}\s*\{2:.*\s*\}(\s*\{3:)?.*\{4:.*)  
We also need to modify the java code to sReturn=aMatchGroups[0]; 

 

Suggest Edit

Published July 2, 2016 - Updated December 2, 2021

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