Posted: 12 Jun 2015 17:41 EDT Last activity: 3 Nov 2015 8:38 EST
SLA Passed Deadline Not Working in V5.5
SLA Rule Passed Deadline is set to fire at 15 calendar days from the Deadline. It worked in the test environment but is not working in the Prod environment. History shows nothing. The Goal and Deadline show in the History executing as expected. The NewAssign Page shows pyLateDefaultDays = 15 and pxLateExecuteCount = 1 which is what I expect. The pxDeadlineTime was 5/21 so we expected the Passed Deadline to execute 15 days later on 6/5.
Okay, thanks for that, unfortunately, I could not find the Broken Process in question. I assume the Create Date in that table is the date the SLA was created on the case so I looked for Broken Processes on the date the SLA was created and couldn't find it. I also looked on the day it was supposed to fire, just in case, and wasn't there either.
To start with can you check if there is an instance of the Queue item in your database tables (PR_SYS_QUEUE_SLA) in production and if it exist check with the metadata of the xml of the object. The status of the object should be sccheduled, pxEvent data. Also in the activity of your past deadline event, enable logging and write few conditional logics to see whether it really fires and does something.
Because, if it fails in the processing, there should be an object with broken-process state.
This might sound silly, but do check the Pega-ProCom:ServiceLevelEvents agent status in production too.
To ease you with locating the queued entry, try this:
If you have the case id with you try to locate the pxrefqueue from the Assign- instance of your assignment and then locate the pyitemstatus of your queue entry from pr_sys_queue_sla table. Probably ur entry had went to Broken-Process status (i.e Broken Queue).