Question
Trace SLA Escalation Activity?
Hi All,
I want to Trace my SLA Escalation Activity.
Could you please share me the step by step process?
Regards,
AK
***Edited by Moderator Marissa to update platform capability tags****
Pegasystems Inc.
FR
Areteans Technology Solutions
GB
Hi,
If I am using Pega 7 or later version.
What is the option to trace SLA Activity?
Need step by step process
-AK
Pegasystems Inc.
FR
Check this video: https://community.pega.com/video-library/support-guide-how-trace-agent
Areteans Technology Solutions
GB
I am very much clear about Tracing agent. (delay the agent and find respective requestor and trace that requestor)
But Could you please help me to understand SLA Agent?
Also, Is Tracing normal agent and SLA Agent both are same?
Regards,
AK
Pegasystems Inc.
US
Hi,
My understanding is that tracing the SLA agent should be just like tracing any other agent. Because the SLA agent is a "Standard" mode agent that uses queue manager, if none of the SLA queue items are ready to be processed at the time that you're tracing the agent you will not see any results. If you start tracing at a time when you know some of the SLA queue items are ready to be processed, you should be able to capture the output.
Hope this helps!
-Kurt
Areteans Technology Solutions
GB
Hi Kurt,
So Whenever I want to trace my SLA Agent,
1. I need to Delay the Pega-Procom Agent,
2. Find the same requester in Request Management
3. And trace the Agent.
Is that correct?
-AK
Pegasystems Inc.
US
Hi AK,
For environments that have the System Management application, the steps you have noted are correct.
Alternatively, in newer versions (starting with 7.2.2 I believe) you can use the Agent Management Landing page from within Designer Studio. From the DesignerStudio menu in 7.x or the Configuration menu in 8.x, you can select System > Operations > Agent Management. The below help file has more information:
Hope this helps!
Regards,
Cognizant Technology Solutions
US
Hi,
I am able to trace the SLA from SMA and Dev studio in 7.2.2 but it is not tracing rules from Application RS. I tried updating the settings in tracer to add the application RS but they are not showing up there as well. Only rules from Pega RS are getting traces and available in the settings tab in tracer. This is only for the SLA tracing. When I am tracing other standard rules, there is no issue. My SLA escalation activity is getting called as I can see the updates on my case, but only I cannot trace it.
Can somone please advice.
Thanks
Pegasystems Inc.
US
Hi,
I believe the hotfix described in the following support article may help for the situation you've described.
Hope this helps!
-Kurt