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Support Article

Portal not loading fully and UI element not active



In 7.1.8 upgraded version, portal is not loading completely. Users cannot click any menu items. Working correctly in Dev and QA.

Error Messages

Not Applicable

Steps to Reproduce

  1. Login into portal and wait for the portal to load completely
  2. Observe that Workbasket report section and team members report sections are not loading.

Root Cause

A defect or configuration issue in the operating environment; From the Pega Alert log file a particular SQL execution took about 15hours to complete.

Problematic query:
SELECT "PC0".PYWORKGROUP AS "pyWorkGroup" , "PC0".PYUSERIDENTIFIER AS "pyUserIdentifier" , "PC0".PYUSERNAME AS "pyUserName" , "PC0".PYPOSITION AS "pyPosition" , "PC0".PYLASTSIGNON AS "pyLastSignon" , "PC0".PYLABEL AS "pyLabel" , CASE WHEN "Assgn".SRCOL3 IS NOT NULL THEN "Assgn".SRCOL3  ELSE  0  END AS "pyDecimalValue(1)" , CASE WHEN "Assgn".SRCOL2 IS NOT NULL THEN "Assgn".SRCOL2  ELSE  0  END AS "pyDecimalValue(2)" , CASE WHEN "Assgn".SRCOL4 IS NOT NULL THEN "Assgn".SRCOL4  ELSE  0  END AS "pyDecimalValue(3)" , "PC0".PZINSKEY AS "pzInsKey" FROM PRPC71_CSRC_APP_ONE.pr_operators "PC0" LEFT OUTER JOIN ( SELECT "Assgn".PXASSIGNEDOPERATORID AS "SRCOL1", COUNT("Assgn".PXDEADLINEEXECUTE) AS "SRCOL2" , COUNT("Assgn".PXCREATEDATETIME) AS "SRCOL3" , COUNT("Assgn".PXGOALEXECUTE) AS "SRCOL4" FROM PRPC71_CSRC_APP_ONE.pc_assign_worklist "Assgn" WHERE  ( "Assgn".PXWORKGROUP = ?  AND "Assgn".PXAPPLICATION = ?  )  AND "Assgn".pxObjClass = ?  GROUP BY "Assgn".PXASSIGNEDOPERATORID ) "Assgn" ON ( ( "Assgn".SRCOL1 = "PC0".PYUSERIDENTIFIER )  AND "PC0".PXOBJCLASS = ? ) WHERE  ( UPPER("PC0".PYWORKGROUP) = ?  )  AND "PC0".pxObjClass = ?  ORDER BY 7 DESC*


Make the following change to the operating environment: 

Workbasket count and Team members count removed from the report
Report Definition Report execution takes about ~2,500 ms 

Database indexes are created to improve the query execution.


Published January 30, 2016 - Updated October 8, 2020

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