OOTB svcAddWorkObject is intermittently not working as expected.
svcAddWorkObject is invoked to create a case from an Agent.
After Calling this activity rule an error is reported, Which affects the case creation and reportedly the cases are not getting created in the Pega environment.
After tracing, We found that the lock is getting released in the mid of the case lifecycle due to which the lifecycle of the case is not getting completed, and hence then it results in a broken process.
This is an intermittent issue That occurs at particular intervals. Try to reprocess a notification from the agent activity rule, svcAddWorkObject is invoked with the required parameters. Parent case is created, child case is not created with DB error of duplicate key being logged. Please find the error below:
svcAddWorkObject is invoked to create a case from an Agent.
After Calling this activity rule an error is reported, Which affects the case creation and reportedly the cases are not getting created in the Pega environment.
After tracing, We found that the lock is getting released in the mid of the case lifecycle due to which the lifecycle of the case is not getting completed, and hence then it results in a broken process.
This is an intermittent issue That occurs at particular intervals. Try to reprocess a notification from the agent activity rule, svcAddWorkObject is invoked with the required parameters. Parent case is created, child case is not created with DB error of duplicate key being logged. Please find the error below:
"2022-02-23 07:35:39,457 [ PegaRULES-Batch-2] [ STANDARD] [ ] [ DiagFW:01.01.01] (WithErrorHandling.Work_.Action) ERROR - Error in commit();com.pega.pegarules.pub.database.DuplicateKeyException: Database-Saver-Insertfail;DatabaseException caused by prior exception: org.postgresql.util.PSQLException: ERROR: duplicate key value violates unique constraint ""Class_Name_XXXX""; Detail: Key (pzinskey)=(XXX-FW-XXXX-WORK XXX-XXXX) already exists.; | SQL Code: 0 | SQL State: 23505;; at com.pega.pegarules.data.internal.access.ExceptionInformation.createExceptionDueToDBFailure(ExceptionInformation.java:438) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.DeferredOperationResult.throwInsertfailException(DeferredOperationResult.java:71) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.Saver.saveInstance(Saver.java:944) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.Saver.saveInstance(Saver.java:833) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.UpdateProcessor.performOps(UpdateProcessor.java:1580) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.UpdateProcessor.action(UpdateProcessor.java:283) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.UpdateProcessor.action(UpdateProcessor.java:89) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.store.DataStoreManager.doInTransaction(DataStoreManager.java:271) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.UpdateProcessor.processUpdates(UpdateProcessor.java:213) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.DatabaseImpl.commit(DatabaseImpl.java:2123) ~[prprivate.jar:?]; at com.pega.pegarules.data.internal.access.DatabaseImpl.commit(DatabaseImpl.java:2085) ~[prprivate.jar:?]; at com.pegarules.generated.activity.ra_action_commitwitherrorhandling_663a578384fcc69efadf2473d5dbfc39.step4_circum0(ra_action_commitwitherrorhandling_663a578384fcc69efadf2473d5dbfc39.java:510) ~[?:?]; at com.pegarules.generated.activity.ra_action_commitwitherrorhandling_663a578384fcc69efadf2473d5dbfc39.perform(ra_action_commitwitherrorhandling_663a578384fcc69efadf2473d5dbfc39.java:121) ~[?:?]; at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3556) ~[prprivate.jar:?]; at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10878) ~[prprivate.jar:?]; at com.pegarules.generated.activity.ra_action_svcaddworkobject_c0b52e7d84b00b63bb4ef7a38417b973.step7_circum0(ra_action_svcaddworkobject_c0b52e7d84b00b63bb4
***Edited by Moderator Marissa to add Support Case Details***
Pegasystems Inc.
GB
@AnkurT60 many thanks for also having provided the open support ticket details.
Can you confirm the activity used to create cases? Are there any DX API calls? We have seen instances where Cases were not getting created if the temporary case checkbox is enabled to the casetype. Pega have a limitation where we cannot create a temporary case for the case type using the service.
- Pega calls the "pzCreateCase" activity in the POST method for creation of the case.
- We in turn call the activity "pzCreateCaseInternal" and then the flow transfers to "svcAddWorkObject".
- Here we execute the following activities "CreateWorkPage" , "addWork" and "commitWithErrorHandling".
- The activity "commitWithErrorHandling" commits this to DB and create a permanent instance in Pega.
- Hence, you will not be able to create a Temporary work object using the Service in Pega.
Try to disable the temporary object creation for a case type to create cases using service.
I can see that an engineer is busy with the troubleshooting and investigation. They will need the DB Trace and logs to analyze the issue further.
The support ticket is the correct route for investigating this issue.
Aaseya IT Services Pvt Ltd
FI
Hello @MarijeSchillern,
Thanks for your response. This is not a temporary case. In this scenario we have a parent case that is initiating a child case. In a normal scenario, it is working fine. Intermittently child case is not getting created when the above issue occurs, It is trying to log parent case info that already exists in DB. We can see the child case is also instantiated but it is lost and we are getting error at commit with error handling.
Pegasystems Inc.
GB
@AnkurT60 can you tell us the version of Pega?
Are you using the CreateSubCases activity at any point? This would call the pxAddChildWork activity, which can either have the commit param checked or unchecked - how is your commit param set?
I suggest that you open a support ticket and provide us with the INC id so that we can help track the issue. Related Tracer files will likely need to be investigated more in-depth by our support team.
Updated: 25 Mar 2022 11:31 EDT
Aaseya IT Services Pvt Ltd
FI
Hello @MarijeSchillern,
Pega version is 8.1. We are using create case smart shape to initiate child case from parent case which is again initiating pzCreateCase activity rule which in turn invokes pxAddChildWork. So this is how it is configured in our scenario. We can't set commit param using smart shape. Please find the id INC-213405.