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Support Article

Thread/interaction Data Pages not cleared in SLA processing



There is a problem in the way data pages that have been setup as Thread/interaction level datapages are not automatically removed during SLA processing.

We’ve setup a Data page which is thread based and set to reload every interaction.

We’ve got an SLA activity/HTML rule that accesses this data-page. Now say there are 2 cases/sub-cases that are hit as a part of a single run of the ServiceLevelEvents agent, the data-page isn’t reset. All other clipboard pages are removed.

Error Messages

There is no error message, but the processing is effected.

Steps to Reproduce

1.> Create a Thread level and interaction based refresh strategy datapage.
2.> Create a SLA that accesses this datapage
3.> Create 2 cases that will be hit the sla within one run

Either trace the SLA agent or write something to the log that would show that the datapage isnt being refreshed.

Root Cause

The root cause of this problem is a defect in customer application code/rules.


Interaction: It begins when PRPC receives HTTP request from browser and ends when PRPC sends HTTP response for this request back to browser.


When a new HTTP request is sent new interaction begins and ends its with response.


Data page configured with refresh per interaction, refreshes only when interaction changes.


In case of Agent there is no concept called interaction, as there are no HTTP requests involved in agent processing.





This issue is resolved through the following local change: designing the data page to take in parameters, e.g. a timestamp so that the data page is refreshed.

Published January 31, 2016 - Updated October 8, 2020

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