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Support Article

Agent switching between tenants fails



The Standard SLA Agent processes queue items where different items are from different tenants. The switch to the first tenant is successful. However, the Agent fails when it encounters a queue item from another tenant.

Error Messages

{"exception":{"stacktrace":" Role 'CFGUSACARD:CallCenterAgent' not found for the current ruleset context [CFGUSACARD_PROD:01-01-01|CFGUSACARD:05-99|CFGUSAC

Steps to Reproduce

  1. Insert queue records from multiple tenants in to a queue that is used by a standard Agent.
  2. Have the Agent start processing the records.

Root Cause

A defect in Pegasystems’ code or rules.
After switching to the target tenant of the first queue item, the Agent cannot process the second queue item if it is in a different tenant.


Perform the following local-change:

In the Agent schedule, on the Security tab, insert the Access Group PRPC:Agents. 

This Access Group can process any queue item from any tenant. After the queue item is processed, the agent switches to that tenant and executes the agent activity. Upon completion, the agent switches back to the PRPC:Agents Access Group and processes the next queue item.

Published August 4, 2020 - Updated December 2, 2021

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