Question
VIRTUSA
IN
Last activity: 26 Sep 2017 5:48 EDT
How to trace an SLA ?
I know SLA 's will a part OOTB PegaPro-Com Agent. Tracing an SLA is it similar to trace Agent ?
Pegasystems Inc.
IN
SLA is run by ServiceLevelEvents agent, So tracing a SLA is nothing but Tracing an Agent. There is no difference
Pegasystems Inc.
US
Hi,
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.
Please also refer to below pdn link:
https://community.pega.com/video-library/support-guide-how-troubleshoot-sla-broken-queue-entries
Hi,
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.
Please also refer to below pdn link:
https://community.pega.com/video-library/support-guide-how-troubleshoot-sla-broken-queue-entries
Thanks,
Susan