Question
Broadridge Financial Solutions (India) Private Ltd
IN
Last activity: 7 Dec 2022 11:55 EST
How to trace an SLA for Past days ?
Hi,
I have an activity with SLA, When the goal time reached it should trigger an remainder mail similarly when the deadline time reached it should trigger escalation mail. How to check my SLA run or not?
Thanks in advance for your solutions.
***Edited by Moderator Marije to change type from Pega Academy to Product***
Accepted Solution
Updated: 7 Dec 2022 11:55 EST
Lventur
IN
Check in case audit, when SLA action is getting executed, an audit will get captured in case and the performed by name will be Service Level Agent, by using this audit you can start your debugging.
If any exceptions happens while processing and all 3 re-try attempts got failed, then Pega will keep the request in broken items. From admin studio you will be able to see the SLA agent broken item(s) -> Admin Studio -> Resources -> Agent Queues - under broken categories System-Queue-ServiceLevel class all SLA broken entries will be avail.
JPMC
IN
@SuryaBasani Check if there are any entries in System-Queue-ServiceLevel class to know if the SLA got processed or broken.
Accepted Solution
Updated: 7 Dec 2022 11:55 EST
Lventur
IN
Check in case audit, when SLA action is getting executed, an audit will get captured in case and the performed by name will be Service Level Agent, by using this audit you can start your debugging.
If any exceptions happens while processing and all 3 re-try attempts got failed, then Pega will keep the request in broken items. From admin studio you will be able to see the SLA agent broken item(s) -> Admin Studio -> Resources -> Agent Queues - under broken categories System-Queue-ServiceLevel class all SLA broken entries will be avail.