Posted: 17 Jul 2016 12:24 EDT Last activity: 24 Aug 2016 11:35 EDT
Access Group for SLA Agent(Standard Type) in Pega-ProCom agents rule
I have read in a help topic that we need to include Application Rulesets & versions in Access Group of Pega-ProCom Agents rule inorder to support SLA Agent. However the SLA agent is of type Standard which doesn't depend on Access Group to perform it's tasks.
Could you please let me know whether the information provided in the help is correct or not.
Hep Topic: Agent Schedule Data Instances --> Security Tab --> 2nd Note
Looking at the Pega help for PRPC 5.4sp2, I see that it contains the following note.
One of the Pega-ProCom agents enforces service level rules, performing escalation when the deadlines and goals in service rules are not met. If your application uses service level rules, ensure that the access group referenced in the Pega-ProCom agent schedules includes your application RuleSets and versions. You can update the PegaRULES:Agents access group, or maintain another access group that includes the RuleSet versions that cover all applications in your system that use service level rules.
That version is one of the last before the SLA became processed by the queue manager. I suspect what you have found is a place where the help file wasn't updated to reflect changes in the way the system functions. With a modern version of the Pega platform, you don't need to supply an access group for the agent to process SLA items.