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Support Article

ServiceLevelEvents agent not picking messages



The performance issue started to occur 3 weeks ago without any code or environment changes.

When the issue occur, the ServiceLevelEvents agent not processing the work items in the WorkBasket in a normal speed. In the PegaAlert log files, there are many Pega0005 alert messages associated to sppr_sys_reservequeueitem_b stored procedure.

The issue can occur up to twice a week. After a few hours, the procedure execution time will drop to back to the expected time of 6 seconds.

Error Messages

2016-01-25 00:00:14,968 [si01-prpc,maxpri=10]] [  STANDARD] [                    ] (.DatabasePreparedStatementImpl) ALERT   - 2016-01-25 00:00:14,968 GMT*6*PEGA0005*6653*500*2949de15ecb13d279521aff78a9a4c78*B3F31732DA0B25E1BE6777C2E83C05D01*System*Barc-Work*null*a1864fe19d3cf5a25205e7734a903a6c*N*0*3178*java.lang.ThreadGroup[name=PRPCWorkManager: bsi01-prpc,maxpri=10]*STANDARD**NA*System-Queue-ServiceLevel.ProcessEvent  pxTotalReqCPU=0.00;pxConnectElapsed=6.65;pxAlertCount=1;pxConnectCount=1;pxTotalReqTime=6.65;*NA*NA*NA*NA*initial Executable;0 additional frames in stack;*NA*Database operation took more than the threshold of 500 ms: 6,653 ms    SQL: {call sppr_sys_reservequeueitem_b ( ?, ?, ?, ?, ?, ?, ?, ?, ?, ?) }*

Steps to Reproduce

This is happening in production environment only. No pattern identified.

Root Cause

A defect or configuration issue in the operating environment. The administrator noticed that the PR_SYS_QUEUE_SLA table doesn't get cleared despite the ServiceLevelEvent agent is running. As the application has been configured with SLA not longer than 1 month, this table should be cleaned up by the ServiceLevelEvent agent.


Not yet ascertained why the PR_SYS_QUEUE_SLA table does not get cleaned up as expected, however the administrator has removed the data from PR_SYS_QUEUE_SLA table that is older than 1 month. Since then the performance issue has not reoccurred.

Published March 23, 2016 - Updated October 8, 2020

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