SLA does not get fired once in a while
Hi,
We have an SLA that sends an e-mail when 24 hour has passed after case is created. We have observed it sometimes does not get fired and that SLA remains in Queue Management in Designer Studio. I do not see any ERROR in the PegaRULES log file. Please let me know if anyone has any idea why this is happening.
Thanks,
***Edited by Moderator Marissa to update platform capability tags***
Merkle
ES
Does it stay in the queue indefinitely? Can you post an example of one queue item that isn't being processed.
Is the SLA agent turned on, on all nodes?
IT Solution Service
SG
Yes, I am guessing it remains indefinitely. It is a Dev environment and if I want to clear entire SLA queue, what is the standard way? Restarting system with clearing cache won't remove SLA queue, will it?
We have two app nodes. How can I check both SLA agent is turned on?
Thanks,
Bits In Glass
GB
Hi
This link may help you
https://community.pega.com/video-library/support-guide-how-troubleshoot-sla-broken-queue-entries
Thanks
ANZ Banking Group Ltd
AU
Hi,
I think your email server is not responding within defined time due that send email is getting failed.
Please try to end why email server is not responding, it may have an authentication issue.
Wipro
IN
Hi,
Please find below information to begin the investigation.
SMA - Agent Administration - Queue Management. See if you can find the any queue entry for SLA agent task in Broker-Process queue.
Click on individual item in Broker queue and click on detail to get the detail of failure. Try to fix the cause.
If there is no entry in Broken process queue then find entries in Scheduled task. This is were all up coming execution will be stored. If you see there huge pile up then probably agent is unable to process them due to any issue in agent or agent is not able to pick them due to huge load.
Check how many nodes agent is running and any of them are facing any issue? You can check this in Rule log.
-Rajesh
CollabPartnerz
IN
Hi
Below link's might be helpful for you to debug the issue.
https://community.pega.com/video-library/support-guide-how-troubleshoot-sla-broken-queue-entries
IT Solution Service
SG
Thanks. Another question - if we have 100 scheduled SLA tasks, are 100 tasks processed in parallel by two nodes or sequential? We want faster processing like 50 by app #1 and the rest of 50 by app #2.