Pega Procom agent :ServiceLevelEvents access error

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pelln-1

Member since 2012

11 posts

PEGA

Posted: Jul 13, 2017

Last activity: Jul 14, 2017

Posted: 13 Jul 2017 11:02 EDT
Last activity: 14 Jul 2017 1:41 EDT

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Pega Procom agent :ServiceLevelEvents access error

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We have a scenario where Employer (Employer access group) creates a case. Then the it goes to review of Customer (Customer access group). There is an SLA on reivew step, that routes to his manager it the case is not being worked and send email. But the "ServiceLevelEvents" (pega procom) is throwing errors under SMA/ Agent Administration/System Queue management/Broken Process

The pega procom agent definition has no access group defined, so it is picking the the access group of the actor who created the case , in this case it is VCSUS:EMployer.

But when the case is assigned to worklist for review, the actor access group is VCSUS:Customer. When the agent trying to process the case, i think it is giving error because of the access group mismatch.

The pega procom agent definition has no access group defined, so it is picking the the access group of the actor who created the case , in this case it is VCSUS:EMployer.

How can we change the acces group for the agent ? The pega-ProcCom agent is in locked ruleset. I tried to change the access group for datat-agent-queue records , but still getting same error You are not authorized to open instance SAG-VACCINE-US-VCS-WORK CE-109

Any help regarding this apprecaited.

Here is the error from SMA agent broken process :

<?xml version="1.0"?>

<pxInsName>SYSTEM-QUEUE-SERVICELEVEL 1499956264889000WEB_ Proprietary information hidden_I-00CB3D5645D233</pxInsName>

<pyAccessGroup>VCSUS:Employer</pyAccessGroup>

<pxUpdateAgentName>Pega-ProCom:ServiceLevelEvents</pxUpdateAgentName>

<pzLastRunSuccessful>false</pzLastRunSuccessful>

<pyItemId>SYSTEM-QUEUE-SERVICELEVEL 1499956264889000WEB_ Proprietary information hidden_I-00CB3D5645D233</pyItemId>

<pyItemStatus>Broken-Process</pyItemStatus>

<pyRetainOnSuccess>false</pyRetainOnSuccess>

<pxAssignmentHandle>ASSIGN-WORKLIST SAG-VACCINE-US-VCS-WORK CE-109!APPROVAL_FLOW</pxAssignmentHandle>

<pxTaskName>Assignment1</pxTaskName>

<pxUpdateSystemID>web_ Proprietary information hidden_i-00cb3d5645d233</pxUpdateSystemID>

<pySelectId>1499956264889000WEB_ Proprietary information hidden_I-00CB3D5645D233</pySelectId>

<pyAgentName>Pega-ProCom:ServiceLevelEvents</pyAgentName>

<pzInsKey>SYSTEM-QUEUE-SERVICELEVEL SYSTEM-QUEUE-SERVICELEVEL 1499956264889000WEB_ Proprietary information hidden_I-00CB3D5645D233</pzInsKey>

<pxAssignmentClass>Assign-Worklist</pxAssignmentClass>

<pxObjClass>System-Queue-ServiceLevel</pxObjClass>

<pzStatus>valid</pzStatus>

<pxObjClass>Embed-QueueErrorDetails</pxObjClass>

<pxErrorMessage>You are not authorized to open instance SAG-VACCINE-US-VCS-WORK CE-109</pxErrorMessage>

<pxCurrentAccessGroup>VCSUS:Employer</pxCurrentAccessGroup>

<pxStartingAccessGroup>VCSUS:Employer</pxStartingAccessGroup>

<pxStartingRoleList>[VCSUS:Employer, VCSUS:EmpUser4]</pxStartingRoleList>

<pxCurrentRoleList>[VCSUS:Employer, VCSUS:EmpUser4]</pxCurrentRoleList>

</pxAuthDetails>

<pxNodeId>web_ Proprietary information hidden_i-00cb3d5645d233</pxNodeId>

<pxAgentName>Pega-ProCom:ServiceLevelEvents</pxAgentName>

</pxContextDetails>

</rowdata>

</pxQueueErrorDetails>

<rowdata REPEATINGINDEX="1">You are not authorized to open instance SAG-VACCINE-US-VCS-WORK CE-109</rowdata>

</pxErrorList>

<pxObjClass>Data-Event-Recurring</pxObjClass>

</pyRecurrenceDetails>

</pagedata>

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Posted: 7 years ago

Posted: 14 Jul 2017 1:41 EDT

Pushpalatha Alasyam

PEGA

replied to pelln-1

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Your analysis is correct. When as assignment is routed to different (WL/WB) from current WL/WB, then its SLA also should re-set. How you are sending an assignment for review to Manage? Provide more details on this routing...

Check pxTransferAssignment , reassign activities ( check History tab to understand the usage of these activities )

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