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Support Article

Agent queue item is getting stuck in Now-Processing status



In the process flow, after the start shape, there is a utility in which Queue-For-Agent gets called to change the status of the work object.

​This functionality works in PRPC 6, but after upgrade to Pega 7, the queue item is getting stuck in Now-Processing.

Once this initial issue was resolved, the Agent failed in the EstablishContext activity.

Error Messages

EstablishContext activity error:
Class <blank> does not exist

Steps to Reproduce

Create a flow with a utility shape that queues the item to be processed by an agent.

Root Cause

A change was made to the queue manager code in Pega 7 so the queue class is included in the query. The class for the agent and activity should be set to the custom queue class instead of the work class. The EstablishContext failure occurred because the pyInsHandles property set in the queue activity was empty. The pyInsHandles property was being set to the pzInsKey but the value was not yet available when the queue activity was executed.


Perform the following local-changes:
  1. Move the agent activity from the work class to the custom queue class.
  2. Use the getStepPageHandle function instead of the pzInsKey property to set the value of the pyInsHandles property.


Published June 7, 2016 - Updated October 8, 2020

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