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Support Article

ServiceLevelEvents agent processes cases slowly



A Job Scheduler creates cases. These cases proceed to a Wait step where they are configured to wait five seconds before the ServiceLevelEvents agent continues the cases. While Load Testing, the ServiceLevelEvents agent does not keep up with the load and items are processed late.

Error Messages

Not Applicable

Steps to Reproduce

Queue a high volume of cases to the ServiceLevelEvents agent.

Root Cause

A defect or configuration issue in the operating environment.
The background threads available for the agent were insufficient.


Perform the following local-change:

Increase the 'agent/threadpoolsize' prconfig setting,

<env name="agent/threadpoolsize" value="xx" />

Published August 8, 2020 - Updated December 2, 2021

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