Please explain the functionality of SLA AGENT
What happens in SLA agent. based on what properties or fields in db table it calculates SLA.
when does a record in SLA table is picked i mean based on which where clause.
Pegasystems Inc.
IN
Hello
Have you checked these posts ?
https://docs-previous.pega.com/using-service-levels-slas-pega-7
https://collaborate.pega.com/question/questions-related-slas
IN
I am aware of SLA functionality at high level .I want to understand in detail like what happens when a sla agent triggers, when it pick and process the cases. How the data in Pc_assigntable and sla tables are related and does SLA agent delete the value of field pxrefqueuekey in assign table once the goal time is reached.
Pegasystems Inc.
IN
Hi There,
Let me try to answer it:-
SLA agent would run typically for every 30 sec and would search for queue entry. If there are queue entry corresponding to an assignment it would get processed. Tracing the agent would help you to understand more on from which rule it starts and where it ends.
The blob column in pr_sysqueue_sla table will have info on which assignment the queue entry belongs to and thus sla and assing table are related.
Thanks,
Ujjwal
IN
Hi Ujjawal,
Thanks for your inputs.I am aware of this high level details.
It would be good if you can share a document abt the agent activity so that i can understand from it rather than me investing time in tracing it.