Posted: 19 May 2015 9:00 EDT Last activity: 17 Jul 2017 16:32 EDT
How do I customize the OOTB ProcessEvents SLA agent activity?
I'm looking to see if there is a way to configure the Pega out of box Pega-ProCom agent to process only Ticklers, and notifications. We dont want this agent to process any other types of assignments. Does anyone here know how this Agent actually identifies the assignments that get processes? Again, we are looking to customize this agent so that it only proceesses Tickers, and notifications. The ProcessEvents Agent Activity seems to be the activity which we would have to modify, but we cant seems to tell how to limit just tickers and notifications to be process only.
This is being done in Pega Smart Investivate 6.1 sp2
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Tickers and notifications are follow up fast correspondence messages that are sent out automatically via an agent rule. Pega-Procom (ProcessEvents). For example, if an operator sends out a Swift MT199 Fast Correspondence message, there is an option to include ticklers. The business day interval in which the tickler (Follow Up) message is sent out is entered by the user when creating the original Swift MT199 Fast Correspondence message. So if an operator enters in 1 business day, the system will automatically send out a Tickler message to the recipient of the original Swift MT199 FC message indicating that some action is needed, and this will go out 1 business day after the original messages went out.
The Pega-ProCom agent for Agent ServiceLevelEvents is defined in the Pega-ProCom Agents rule. This agent runs activity ProcessEvent on the System-Queue-ServiceLevel class. The Agent queue manager will pull events based on the time for the event in the queue. Since this is a system wide utility, I can't suggest shutting off all other classes since it would have an adverse effect on other applications in the system. Are you trying to write a copy of this that will work on only the subset of classes you wish to process? That would seem a better approach.
Just following up on thi issue. After working with the Pega support engineer via a Pega SR. We discovered that we were not using the OOB activity ActionChangeAssignmentSLAProps which updates Goal and Deadline times, dequeue and requeue the Goal and Deadline time in the System-Queue-ServiceLevel class instance to ensure that the OOB SLA Agent is able to process the updated SLA assignments correctly.