Support Article

Custom agent is not processing custom queue items

SA-25647

Summary



Custom agent with auto-queue management does not pick the queue items and processing.

Error Messages



Not Applicable

Steps to Reproduce

  1. Create a queue item class as System-Queue-XXXX.
  2. Create an agent, which will process the queue items mentioned in Step 1.
  3. Create an activity, which will queue items of class System-Queue-XXXX.
  4. Enable the agent to run.

Root Cause



An issue in the custom application code or rules:
A custom queue class was created as System-Queue-XXXX to identify specific queue items and a custom agent was created to process all these queue items. Custom Agent activity is in Application class instead of queue class System-Queue-XXXX. Refer to Pega 7.1.9 Help. Navigate to Reference > Activity methods > Queue-for-Agent section.

Resolution



Perform the following local-change:
  1. Include Custom Agent activity in Custom queue class.
  2. Use Java method and PublicAPI to queue item for agent instead of Queue-for-Agent method.
  3. Provide Item or Work Page as primary Page for activity step, where Java step is used to queue item for agent.

Published July 15, 2016 - Updated August 5, 2016


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