Question
Virtusa PVT Ltd
IN
Last activity: 16 Apr 2024 1:33 EDT
Adavanced agent is not working
Hi,
In our production environment, suddenly 20 days ago, an advanced agent stopped working.
Unable to trace the agent, and there are no logs related to it. The agent ceased creating new cases as it did previously.
Generally, we have a data type where data updates trigger the agent to update in-flight cases and create new ones, if necessary, but this functionality has not been working for the past few days.
We have not had any recent deployments in the last 3 months, and during testing, the agent activity functions correctly.
Could anyone please help me identify possible scenarios for why our agent is facing this issue?"
Note: In lower environments everything is working as expected.
Thanks,
Swetha Penmetsa
***Edited by Moderator Rupashree S. to add Capability tags***
Proximus
BE
Hello,
Advanced agent will trigger an activity.
When you launch it manually, is it working?
You could also check the input data to see whether there's a corrupted entry or too many entries.
btw, agent is well starting and not doing the work or it's not starting at all?
Regards
Anthony
Virtusa PVT Ltd
IN
Hi @Anthony_Gourtay, Previously on daily basis agent updates 1000s of cases and create new cases based on requirement. But now a day its hardly updating 90 cases.
Running agent activity manually working fine.
While trying to trace the agent it is always giving error (as per the images).
All the nodes are running in Admin studio.
In pega logs also nothing found related to this agent.
Maantic Inc
IN
Can you check if the runtime context is hampered and if the job is present in the context? Can you check if all the batch nodes are running?
Virtusa PVT Ltd
IN
Hi @SohamM95,
All the 3 nodes related to this agent is running as usual and In system runtime context also application details not altered.
Proximus
BE
Do you see an update of agent timing (last run / next run) or is it stuck with same timestamp
Purpose is to find out whether the schedule is still enabled and works fine.
I guess agent is visible in Admin Studio / Agent list? and not in stop state and Agent schedule still enabled.
Have you once restarted a node on which this agent is expected to run?
Can you stop 2 of the 3 instances of the agent and let one running only to find out whether there's a conflict.
Thanks
Anthony
Virtusa PVT Ltd
IN
Agent timing is updating daily as per the Schedule. And agent is updating few records out of many after every run but not creating any new cases.
Agent is visible in Admin studio, it is in enable state.
I stopped the 2 of 3 nodes and checked, but there is no use. Issue still persisting.
Proximus
BE
Issue is maybe not with the agent but with the activity itself.
Since it triggers the activity then it means that the agent works as expected.
The issue is then more the activity.
Is Access group for agents the same as you when you run manually?
Was there a change in this area?
Check which table entries are from the date the agent stopped working and "disable" them so that agent doesn't pick them up.
Add debug line in the activity in order to print the records which are selected and any other step which will be useful to understand what's being done or not.
Regards
Anthony
Maantic Inc
IN
Do you see any exception in Admin Studio? Is there anything that came up in PDC when the agent is scheduled to run?
Pegasystems Inc.
AU
Is the Agent having Run this agent on only one node at a time checkbox checked? As a workaround, you can save as the Agent with a new name and check if it helps.
You can also enable Log category pxBackgroundProcessing.Agents to see if there are any errors during the Agent initialization or execution and raise an INC accordingly with Pega Support.
Virtusa PVT Ltd
IN
Hi Karthik,
Run this agent on only one node at a time is Checked and we are working with this agent from past 3 years, didnt face this issue previously. Suddenly it stopped working 20 days back
Pegasystems Inc.
AU
Enable the Log category pxBackgroundProcessing.Agents to ALL and see if you see below message in the logs.
Agent with mutual exclusion : Failed to acquire lock.