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Question

 Chandar Raj (RajeshSekaran)
ABC

ABC
IN
RajeshSekaran Member since 2014 5 posts
ABC
Posted: May 17, 2017
Last activity: May 18, 2017
Posted: 17 May 2017 10:10 EDT
Last activity: 18 May 2017 4:25 EDT
Closed

Email not sent to the user even though the queue is not in the "Broken-Process" list in the System-Queue-DefaultEntry. Please assist/share inputs

We have a strange issue where the email is not sent to the user due to unknown reasons. We tried to investigate and found the email queue is NOT found in the "Broken-process" list in the System-Queue-DefaultEntry class. But it is still stuck in the queue which has resulted in email delivery failure. Need to determine why it has been stuck in the queue without processing. Please share any ideas.

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Case Management

Posted: 7 years ago
Posted: 17 May 2017 10:44 EDT
John Pritchard-Williams (JOHNPW_GCS) Client Support Team Lead
Pegasystems Inc.
GB

Hi Rajesh,

Can you clarify which queue the item is stuck in ? And can you clarify what you mean by 'email delivery failure'; I mean - do you mean the email never arrived ? Or do you mean you had a delivery report indicating that the email couldn't be sent etc ?

Thanks,
John

 

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Posted: 7 years ago
Posted: 18 May 2017 2:07 EDT
Chandar Raj (RajeshSekaran)
ABC

ABC
IN

Hi John,

It is found in the "EditDefault class for queue work items for agent processing:

SYSTEM-QUEUE-DEFAULTENTRY. If it is found in the broken-process queue we may know that it is due to some issues. But this one is not in the broken-process queue. I just removed the "Broken-process" string in the tab and ran the process, and there I could see the queue being stuck which is one of the impacted items where the email was not sent.

I could find the email body being created with all the details, but it was not sent to the intended users. If you open the email from the case attachments,

the sent field will be "Not Yet Sent".

Please see the attached document for details.

Thanks

Rajesh

 

 

 

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Posted: 7 years ago
Posted: 18 May 2017 4:22 EDT
Chandar Raj (RajeshSekaran)
ABC

ABC
IN

Please see the table entry for this queue from PR_SYS_QUEUES. The pyItemstatus field is showing "Now Processing". But the email is not yet sent to the user. 

PXCREATEDATETIME PXINSNAME PXLASTEXECUTIONDATETIME PXOBJCLASS PYAGENTNAME PXPROCESSINGNODEID PYATTEMPTS PYITEMID PYITEMSTATUS PYMAXATTEMPTS PYMINIMUMDATETIMEFORPROCESSING
12-MAY-2017 12:28:51 SYSTEM-QUEUE-DEFAULTENTRY 1494606531985000DFCACDFB047DA5D349EBCA265E07A84C 12-MAY-2017 12:28:52 System-Queue-DefaultEntry Pega-ProCom:SendCorr b8d7c2b48a558833e1dc7e989b786e68 0 SYSTEM-QUEUE-DEFAULTENTRY 1494606531985000DFCACDFB047DA5D349EBCA265E07A84C Now-Processing 3 12-MAY-2017 12:28:51
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