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Question

 Sesha Harikrishna Kanduri (Sesha_Kanduri)
Bits In Glass
Sesha Harikrishna Kanduri
Bits In Glass
GB
Sesha_Kanduri Member since 2014 27 posts
Bits In Glass
Posted: Apr 21, 2016
Last activity: May 16, 2016
Posted: 21 Apr 2016 4:39 EDT
Last activity: 16 May 2016 4:29 EDT
Closed
Solved

How to Trace an SLA

Hi all,

Can any of you please tell me how to Trace an SLA?

Thanks.

Message was edited by: Vidyaranjan Av | Included category

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Case Management

  • Sindhu Sreekantan

Accepted Solution

Posted: 8 years ago
Posted: 13 May 2016 10:46 EDT
Arvind Malav (malaa) Technical Manager
Pegasystems Inc.
IN

Hi Sesha,

Some times the requestors will run even before you select and delay agent.

A trick is

1. Stop the agent.

2. delay

3. Start the agent.

4. delay again

5. Go to requestors, Select the delayed requestor, click tracer.

6. Now, send the case to the particular assignment in which your SLA is there - > This needs to be done immediately as you have only 60 seconds for this action.

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Posted: 8 years ago
Posted: 13 May 2016 6:28 EDT
Ajit Kumar (AjitKumar17)
PEGA
Technical Solutions Engineer
Pegasystems Inc.
IN

Hello Sesha,

In PRPC, SLA of an Work object is set using agents. So tracing an agent would be an appropriate approach to get the insides of how SLA is set for an Work Object. You may refer the below link to trace an agent.

https://pdn.pega.com/troubleshooting-agents

Please let me know, if you need any additional information on above.

Thanks!!

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Posted: 8 years ago
Posted: 13 May 2016 7:16 EDT
Haritha Damarla (Haritha12)
PEGA
Technical Solutions Engineer
Pegasystems Inc.
IN

Hi Sesha,

You can check the below video tutorials as well .

https://community.pega.com/video-library/support-guide-how-troubleshoot-sla-broken-queue-entries
https://community.pega.com/video-library/support-guide-how-trace-batch-requestors-through-system-management-application-sma

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Accepted Solution

Posted: 8 years ago
Posted: 13 May 2016 10:46 EDT
Arvind Malav (malaa) Technical Manager
Pegasystems Inc.
IN

Hi Sesha,

Some times the requestors will run even before you select and delay agent.

A trick is

1. Stop the agent.

2. delay

3. Start the agent.

4. delay again

5. Go to requestors, Select the delayed requestor, click tracer.

6. Now, send the case to the particular assignment in which your SLA is there - > This needs to be done immediately as you have only 60 seconds for this action.

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Posted: 8 years ago
Posted: 16 May 2016 4:29 EDT
Santanu Bhattacherjee (Santanu) Senior Manager, Cloud Engineering, Management Plane Services
Pegasystems Inc.
IN

Hi Sesha,

this Pega Tube video can help you to understand how you can trace an agent ( SLA in your case ) via SMA.

https://collaborate.pega.com/discussion/video-support-guide-how-trace-agent-designer-studio

Also,keep in mind what Arvind Malav has stated . Sometimes you need to do multiple refresh to see your requester appearing in the requester list .

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