Support Article
SLA Queue Entries not rolled back
SA-15075
Summary
If an exception occurs and a database rollback occurs: the SLA status ('pyItemStatus') of the item is not rolled-back, instead, the status remains as 'Now Processing'.
The item is never picked, because the SLA Agent ignores items in this status.
Error Messages
Not Applicable
Steps to Reproduce
1. Create a test flow:
Assignment A > Utility > Assignment B
2. Within the Utility: ensure a Database Rollback is generated.
3. In Assignment A , configure an SLA time of a few minutes.
4. Run the flow, confirm that case gets really rolled back to Assignment A after encountering the Rollback generated by the Utility.
5. Wait until SLA goal time is reached, verify that the SLA is not processed.
Root Cause
A defect in Pegasystems’ code or rules.
Resolution
Apply HFix-23680.
Published January 31, 2016 - Updated October 8, 2020
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