Support Article

Performance degrades when users log in with same operator ID

SA-64636

Summary



Performance degrades when multiple users log in with the same  operator ID.


Error Messages



Failed to update session state for requestor with ID: H7VUVHEO705H7YP06V3F0G4L95P174TTL com.pega.pegarules.priv.presence.PresenceRuntimeException: replace(): Presence Record update operation failed. Exceeded maximum.

[fault (self-tuning)'] [ ] [ ] [ ] (.PresenceLifeCycleEventManager) ERROR - Failed to update session state for requestor with ID: HSNQJSTS4YRYKQTLL0SXA7IGHB46PWW8T
com.pega.pegarules.priv.presence.PresenceRuntimeException: replace(): Presence Record update operation failed. Exceeded maximum attempts.Arguments:Operator:abcd,Tenant:shared,CustomCategory:null
at com.pega.pegarules.cluster.internal.presence.PresenceDataGridHazelcast.handleIfMaxAttemptsExceeded(PresenceDataGridHazelcast.java:212) ~[prcluster.jar:?]



Steps to Reproduce



Unknown


Root Cause



An issue in the custom application code or rules 

When an Operator ID (for example, ABC) has multiple sessions open, the cost of operations to update the Operator Presence record increases.

For example,

When more than 100 users login with Operator ID ABC, performance degrades and exceptions are generated in the logs.


Resolution



Perform the following local-change:

Disable the Operator Presence (if it is not used) feature with the below Dynamic System Settings (DSS).

Set operatorpresence/enabled/default to false.

For more information on Operator Presence feature, refer to: https://community.pega.com/knowledgebase/articles/tracking-online-presence-operators


 

Published October 28, 2018 - Updated October 8, 2020

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