Question
Patient advocate foundation
IN
Last activity: 9 Dec 2025 7:16 EST
Change from agents to queue processor for SLA but older queues are not getting executed.
Hi
We have changed agents to queue processor for SLA the older queues are not getting executed.
please give any suggestion?
Thanks,
Ajay
***Edited by Moderator Rupashree S. to add Capability tags***
Accepted Solution
Updated: 30 Aug 2024 2:49 EDT
Rulesstack Private Limited
IN
Hi @AJAYR16863281,
When switching from agents to Queue Processors for SLA processing, older queued items from the agent will not automatically transition to the Queue Processor. This happens because the queued items are stored in the agent's data base table , and Queue Processors use a different mechanism (Kafka and Stream services).
Manually Process Old Queued Items: - You need to manually handle the older agent-based queues, either by: Processing them manually using the Admin Studio. Re-queueing them into the Queue Processor system by writing a custom utility that reads the legacy queue and re-queues the items into the new Queue Processor.
Old queued items for SLAs in the agent system will not execute under the new Queue Processor system, so they must be processed manually or migrated.
Regards,
Mohd Qizer Uddin
Pegasystems Inc.
IN
Once the UseSLAQueueProcessor DSS is set to true (no restart needed, effective immediately), new assignments (with SLA defined) that gets created post enabling DSS will get queued to the pyProcessSLA QP. When UseSLAQueueProcessor DSS is set to true, instead of adding an entry in System-Queue-ServiceLevel, an entry will be queued in pyProcessSLA QP with Scheduled date time same as pyMinimumDateTimeForProcessing. There is no need to migrate the pipeline SLA records, existing inflight entries in System-Queue-ServiceLevel will continue to be processed by the ServiceLevelEvent standard agent.