Posted: 5 Nov 2018 6:56 EST Last activity: 5 Dec 2018 2:31 EST
How to make stop refreshing/reloading data pages by Agents
In our application(7.1) in every stage change, we are generating xml files with case information and send to the reporting team. There is a one scenario where the agent is processing the case and change the case stage. In this particular scenario we lose some of the information from the xml.
After analyzing, identified that this particular information is fetched from a data page and at the time of agent processing it references a different or an empty data page context. To avoid this we have used inBatchRequestor when condition in Do not reload when field but, still this approach not works.
Any other ideas how to resolve this?
***Edited by Moderator: Pallavi to update platform capability tags***
You can try the below approach.Before calling the datapage in the activity,set a flag and in the datapage write the do not reload when based on the flag.After the datapage is referred,in the next step reset the flag so that the datapage will be reloaded if it is called from any other rule.
It's a Pega when rule to identify batch requestors.
I need a way to seperately identify who are the system users (i.e.: agent processing, batch processing, deamons, etc.) and who are the users of the system (i.e.: system architects, underwriters, data entry users, etc.) and stop the reload of the data page for the system users.
Can you please elaborate your question. This data page is in Thread level. It will get load for each thread. if you can make this as requester level, you can have the control to stop for particular requestors.
I dont know the imput given to the datapage. So possibilities of getting error while data page loaded from Agent. if possible please trace agent to identify, why datapage is not loaded & having empty content.
We have a Declare Trigger to track stage change (i.e. Case is processed from Stage A to Stage B). So whenever stage change happens DT executes a JMS connector and sends an XML message to an external system
This xml message contains information such as case notes, audit history, system information, and case data
The Data Page mentioned in the original question is executing within this process and it’s nothing related to an Agent processing
We acquire the case notes data to the XML message using the above Data Page
In our system there are cases with notes, and there are cases without any notes.
There are several channels in our system: let’s say 3 channels. For two channels complete processing of the case is doing by human users plus automated processing (for automated processing there is no involvement with Agents). But in the third channel the last processing of the case (which is Resolve-Completed of the case) is doing by an Agent
Now here is the issue identification: For the third channel after Agent processed the case we saw that XML message having incorrect case notes or missing of case notes.
The purpose of Agent is it takes the cases which exceed some SLA time (lets say 10 days) and resolve complete those cases.
After Agent changes the case status to Resolved-Completed of the case, the XML send by the JMS connector has missing case notes information or has incorrect case note information. Issue is only with the last step of this particular data channel where the time Agent processing the case and not with other times and other data channels
When the Agent wakes up it takes the first case in the queue and process the case to resolve complete and lets say there are 3 cases in the Agent queue.
First case in the queue has a note called “ABCD”. The xml message sent after resolve completing the case has “ABCD” note. So no issue here.
The Second case has a note called “ZXCV”. The xml message sent after resolve completing the case has “ABCD”. So there is an issue. It’s not the correct note.
The Third case has no notes in it. So it’s blank. The xml message sent after resolve completing the case has “ABCD” note. So there is an issue. There should not be any notes.
Also we saw that if the first case processed by the Agent has no notes then the xml messages sent for the rest of the cases also don’t have case notes.
And please aware that this issue is not reproducible in DEV, QC, and UAT environments. It only occurring at PROD level. So there is limited room to test and apply fixes based on assumptions.
Why Data Page is in Thread level not in Requestor level? We do not think it suitable for Requestor level, hence it contains notes information for a particular case. Do you think it resolves this issue if we put to Requestor level?
Is there a way to stop Data Page processing by the Agent? Some when condition that we can use in “Do not Reload When” to identify an Agent stop reloading? (I couldn’t found any OOTB when rule)