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Agents run but agent activities are unsuccessful



Sporadic issues are experienced where agent does not work as expected. The agents run every 30 sec and picks the data from database table and creates a PRPC case. Agents run as scheduled but the agent activities are not successful.

Error Messages

2015-10-29 01:59:17,464 [egaRULES-MasterAgent] [ STANDARD] [ ] ( engine.context.Agent) WARN - Long running request detected for requestor XXXXXXXXXXXXXXXXXXXXXXXXXXX on java thread PegaRULES-Batch-3 for approximately 1823 seconds -- requesting thread dump.
2015-10-29 01:59:17,468 [egaRULES-MasterAgent] [ STANDARD] [ ] (iveutil.EnvironmentDiagnostics) INFO - --- Thread Dump Starts ---

Thread[PegaRULES-Batch-3,3,main] Method)

Steps to Reproduce

Issue occurs sporadically and there is no specific use case to replicate this behavior.

Root Cause

An issue in the custom application code or rules, agents were working with huge volume of messages to process due to which they got overloaded. As per the PEGA0019 alerts appearing, the agent was running more than KPI threshold (600000) as identified, the highest time was 1823835ms.


1. Collect fresh statistics for PC_HISTORY_WORK, PC_LINK_ATTACHMENT, SI_INDEX_WORKPARTY tables and then lock the statistics.
2. Unlock the stats for PR_SYS_QUEUE_SLA table and then collect fresh

Published January 31, 2016 - Updated October 8, 2020

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