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Support Article

Scheduled count in system queue not responding to agents

SA-12284

Summary



The System Queue Management screen on the System Management Application (SMA) shows a high number (greater than 60,000) of scheduled items, and the number is rising steadily each day. It is unclear why the number of scheduled items is so high, and why the number does not seem to go down. How to determine what these items are and if there is a problem in the environment?



Resolution



The explanation for this behavior is as follows:
The first step is to determine table containing the scheduled queue items. When there is a large number of records, this may be done by running SQL queries, rather than attempting to display records from the SMA. The primary tables to query just for a raw count are:

PR_SYS_QUEUES (general queue table)
PR_SYS_QUEUE_SLA (SLA queue table)
PR_SYS_WORKINDEXER_QUEUE (Work indexer queue table)

After identifying the table that has the significant number of records, run some additional queries to learn more about their status. For example, if a large number of records are in the general queue table, a query like the following may better explain which agent(s) are responsible for the records:

    SELECT pyAgentName, count(*) from PR_SYS_QUEUES group by pyAgentName;

If there is a suspection of records failing to process and requeue, a query like the following may help illuminate the issue:

    SELECT count(*) from PR_SYS_QUEUES where pyAttempts >= '1';

In the scenario shown, there were a large number of SLA queue records in the PR_SYS_QUEUE_SLA. These were appropriate, and no further action was taken. 

Published May 23, 2016 - Updated October 8, 2020

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