Question
PegaOne
IN
Last activity: 11 May 2016 11:08 EDT
SLA - Deadline not working
Hello everyone,
I have come across an issue where the Deadline of an Assignment SLA is not working as expected and the escalation activity is not getting triggered.
I have the .pxDeadlineTime value set on newAssignPage.
On reaching deadline, the WorkObject is moving to SLA Broken queue. Here is a snap shot of the WO from the Broken queue: (Selected error message only from the rest of the details)
<pxErrorMessage>The assignment for this queue item has a problem.</pxErrorMessage>
<pxTraceList>[0:doActivity Rule-Obj-Activity:EstablishContext, 1:RULE-OBJ-ACTIVITY SYSTEM-QUEUE-SERVICELEVEL ESTABLISHCONTEXT #20110712T003028.783 GMT Step: 1 Circum: 0, 2:Property-Set, 3:RULE-OBJ-ACTIVITY SYSTEM-QUEUE-SERVICELEVEL ESTABLISHCONTEXT #20110712T003028.783 GMT Step: 2 Circum: 0, 4:Java, 5:Transitions, 6:RULE-OBJ-ACTIVITY SYSTEM-QUEUE-SERVICELEVEL ESTABLISHCONTEXT #20110712T003028.783 GMT Step: 4 Circum: 0, 7:Activity-Set-Status, 8:Transitions]</pxTraceList>
On requeue, the Workobject gets back to Broken items.
Hello everyone,
I have come across an issue where the Deadline of an Assignment SLA is not working as expected and the escalation activity is not getting triggered.
I have the .pxDeadlineTime value set on newAssignPage.
On reaching deadline, the WorkObject is moving to SLA Broken queue. Here is a snap shot of the WO from the Broken queue: (Selected error message only from the rest of the details)
<pxErrorMessage>The assignment for this queue item has a problem.</pxErrorMessage>
<pxTraceList>[0:doActivity Rule-Obj-Activity:EstablishContext, 1:RULE-OBJ-ACTIVITY SYSTEM-QUEUE-SERVICELEVEL ESTABLISHCONTEXT #20110712T003028.783 GMT Step: 1 Circum: 0, 2:Property-Set, 3:RULE-OBJ-ACTIVITY SYSTEM-QUEUE-SERVICELEVEL ESTABLISHCONTEXT #20110712T003028.783 GMT Step: 2 Circum: 0, 4:Java, 5:Transitions, 6:RULE-OBJ-ACTIVITY SYSTEM-QUEUE-SERVICELEVEL ESTABLISHCONTEXT #20110712T003028.783 GMT Step: 4 Circum: 0, 7:Activity-Set-Status, 8:Transitions]</pxTraceList>
On requeue, the Workobject gets back to Broken items.
Please suggest how i could proceed. Any idea would be very helpful.
Thank you.
Regards,
Supriya
Message was edited by: Lochan to add Category
Accepted Solution
Pegasystems
US
One thing that can bite you if you're not careful is if the ruleset of your service level rule or your escalation activity is different than the ruleset of the work class. The system is only going to make sure it uses an access group containing the ruleset of the work class, so if the ruleset of service level rule and the escalation activity is not included in that access group's rule-applications, the system won't be able to find your service rule or escalation activity.
The simplest arrangement is to have your work class ruleset be the same one as the one you store your service level rule and escalation activity in. I've had situations like this where my solution was to make a subclass as a new work class so I could put that subclass in the same ruleset that I already had stored my service level rule and escalation activity in. Actually, in my case, the system wasn't even able to find my flow rule. That is subject to the same quidelines mentioned above. /Eric
Pegasystems Inc.
IN
Hi
I would start investigating by looking into the escalation activity . What is trying to do ? Is it trying to perform some sort of commit etc by anychance ?
Also, what is the error you are seeing in the log and tracer ?
By the way, which PRPC version you are on ?
Accepted Solution
Pegasystems
US
One thing that can bite you if you're not careful is if the ruleset of your service level rule or your escalation activity is different than the ruleset of the work class. The system is only going to make sure it uses an access group containing the ruleset of the work class, so if the ruleset of service level rule and the escalation activity is not included in that access group's rule-applications, the system won't be able to find your service rule or escalation activity.
The simplest arrangement is to have your work class ruleset be the same one as the one you store your service level rule and escalation activity in. I've had situations like this where my solution was to make a subclass as a new work class so I could put that subclass in the same ruleset that I already had stored my service level rule and escalation activity in. Actually, in my case, the system wasn't even able to find my flow rule. That is subject to the same quidelines mentioned above. /Eric