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Narasimharao Pelluru (pelln-1)
PEGA
Lead System Architect
Pegasystems Inc.
US
pelln-1 Member since 2012 11 posts
PEGA
Posted: July 13, 2017
Last activity: July 14, 2017
Posted: 13 Jul 2017 11:02 EDT
Last activity: 14 Jul 2017 1:41 EDT
Closed

Pega Procom agent :ServiceLevelEvents access error

We have a scenario where Employer (Employer access group) creates a case. Then the it goes to review of Customer (Customer access group). There is an SLA on reivew step, that routes to his manager it the case is not being worked and send email. But the "ServiceLevelEvents" (pega procom) is throwing errors under SMA/ Agent Administration/System Queue management/Broken Process



The pega procom agent definition has no access group defined, so it is picking the the access group of the actor who created the case , in this case it is VCSUS:EMployer.


But when the case is assigned to worklist for review, the actor access group is VCSUS:Customer. When the agent trying to process the case, i think it is giving error because of the access group mismatch.

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We have a scenario where Employer (Employer access group) creates a case. Then the it goes to review of Customer (Customer access group). There is an SLA on reivew step, that routes to his manager it the case is not being worked and send email. But the "ServiceLevelEvents" (pega procom) is throwing errors under SMA/ Agent Administration/System Queue management/Broken Process

The pega procom agent definition has no access group defined, so it is picking the the access group of the actor who created the case , in this case it is VCSUS:EMployer.

But when the case is assigned to worklist for review, the actor access group is VCSUS:Customer. When the agent trying to process the case, i think it is giving error because of the access group mismatch.

How can we change the acces group for the agent ? The pega-ProcCom agent is in locked ruleset. I tried to change the access group for datat-agent-queue records , but still getting same error You are not authorized to open instance SAG-VACCINE-US-VCS-WORK CE-109

Any help regarding this apprecaited.

Here is the error from SMA agent broken process :

<?xml version="1.0"?>

<pagedata>

<pxInsName>SYSTEM-QUEUE-SERVICELEVEL 1499956264889000WEB_10.123.0.36_I-00CB3D5645D233</pxInsName>

<pxUpdateSystemNode>ip-10-123-0-36</pxUpdateSystemNode>

<pyAccessGroup>VCSUS:Employer</pyAccessGroup>

<pxUpdateAgentName>Pega-ProCom:ServiceLevelEvents</pxUpdateAgentName>

<pyPriority>0</pyPriority>

<pzLastRunSuccessful>false</pzLastRunSuccessful>

<pyItemId>SYSTEM-QUEUE-SERVICELEVEL 1499956264889000WEB_10.123.0.36_I-00CB3D5645D233</pyItemId>

<pyItemStatus>Broken-Process</pyItemStatus>

<pyRetainOnSuccess>false</pyRetainOnSuccess>

<pxAssignmentCreateDateTime>20170713T143104.885 GMT</pxAssignmentCreateDateTime>

<pxCreateDateTime>20170713T143104.889 GMT</pxCreateDateTime>

<pyMinimumDateTimeForProcessing>20170713T143204.752 GMT</pyMinimumDateTimeForProcessing>

<pyMaxAttempts>1</pyMaxAttempts>

<pxAssignmentHandle>ASSIGN-WORKLIST SAG-VACCINE-US-VCS-WORK CE-109!APPROVAL_FLOW</pxAssignmentHandle>

<pxLastExecutionDateTime>20170713T143216.384 GMT</pxLastExecutionDateTime>

<pxSaveDateTime>20170713T143216.412 GMT</pxSaveDateTime>

<pxTaskName>Assignment1</pxTaskName>

<pyAttempts>2</pyAttempts>

<pyMinimumAgeForProcessing>-1</pyMinimumAgeForProcessing>

<pyUseApplications>true</pyUseApplications>

<pxUpdateSystemID>web_10.123.0.36_i-00cb3d5645d233</pxUpdateSystemID>

<pyRetainOnFailure>true</pyRetainOnFailure>

<pySelectId>1499956264889000WEB_10.123.0.36_I-00CB3D5645D233</pySelectId>

<pyAgentName>Pega-ProCom:ServiceLevelEvents</pyAgentName>

<pzInsKey>SYSTEM-QUEUE-SERVICELEVEL SYSTEM-QUEUE-SERVICELEVEL 1499956264889000WEB_10.123.0.36_I-00CB3D5645D233</pzInsKey>

<pxAssignmentClass>Assign-Worklist</pxAssignmentClass>

<pxObjClass>System-Queue-ServiceLevel</pxObjClass>

<pxEvent>Goal</pxEvent>

<pzStatus>valid</pzStatus>

<pxQueueErrorDetails REPEATINGTYPE="PageList">

<rowdata REPEATINGINDEX="1">

<pxErrorDateTime>20170713T143216.412 GMT</pxErrorDateTime>

<pxTraceList>[]</pxTraceList>

<pxObjClass>Embed-QueueErrorDetails</pxObjClass>

<pxErrorMessage>You are not authorized to open instance SAG-VACCINE-US-VCS-WORK CE-109</pxErrorMessage>

<pyAttempt>1</pyAttempt>

<pxAuthDetails>

<pxCurrentAccessGroup>VCSUS:Employer</pxCurrentAccessGroup>

<pxStartingAccessGroup>VCSUS:Employer</pxStartingAccessGroup>

<pxCurrentRulesetList>[Reporting:02-02|VCSUS:02-02|VCSUSInt:02-02|SAGVACCINEUS:01-01|SAGVACCINEUSInt:01-01|SAGVACCINE:01-01|SAGVACCINEInt:01-01|SAG:01-01|SAGInt:01-01|VCSRAPS:01-01|VCSAdminUtils:01-01-01|VCSMsgs:02-02|VCSUserServices:01-01|VCSUI:02-02|COMP_ExcelFunctions:01-01|VCS:02-02|Unauthenticated:01-01|VCSInt:02-02|PegaSurvey:07-10|UI-Kit-7:08-01-01|Pega-ProcessCommander:07-10|Pega-DeploymentDefaults:07-10|Pega-DecisionScience:07-10|Pega-DecisionArchitect:07-10|Pega-LP-Mobile:07-10|Pega-LP-ProcessAndRules:07-10|Pega-LP-Integration:07-10|Pega-LP-Reports:07-10|Pega-LP-SystemSettings:07-10|Pega-LP-UserInterface:07-10|Pega-LP-OrgAndSecurity:07-10|Pega-LP-DataModel:07-10|Pega-LP-Application:07-10|Pega-LP:07-10|Pega-SystemOperations:07-10|Pega-UpdateManager:07-10|Pega-SecurityVA:07-10|Pega-Feedback:07-10|Pega-AutoTest:07-10|Pega-AppDefinition:07-10|Pega-ImportExport:07-10|Pega-LocalizationTools:07-10|Pega-RuleRefactoring:07-10|Pega-ProcessArchitect:07-10|Pega-Portlet:07-10|Pega-Content:07-10|Pega-BigData:07-10|Pega-NLP:07-10|Pega-DecisionEngine:07-10|Pega-IntegrationArchitect:07-10|Pega-SystemArchitect:07-10|Pega-Desktop:07-10|Pega-EndUserUI:07-10|Pega-Social:07-10|Pega-API:07-10|Pega-EventProcessing:07-10|Pega-Reporting:07-10|Pega-UIDesign:07-10|Pega-Gadgets:07-10|Pega-UIEngine:07-10|Pega-ProcessEngine:07-10|Pega-SearchEngine:07-10|Pega-IntegrationEngine:07-10|Pega-RulesEngine:07-10|Pega-Engine:07-10|Pega-ProCom:07-10|Pega-IntSvcs:07-10|Pega-WB:07-10|Pega-RULES:07-10|]</pxCurrentRulesetList>

<pxStartingRulesetList>[Reporting:02-02|VCSUS:02-02|VCSUSInt:02-02|SAGVACCINEUS:01-01|SAGVACCINEUSInt:01-01|SAGVACCINE:01-01|SAGVACCINEInt:01-01|SAG:01-01|SAGInt:01-01|VCSRAPS:01-01|VCSAdminUtils:01-01-01|VCSMsgs:02-02|VCSUserServices:01-01|VCSUI:02-02|COMP_ExcelFunctions:01-01|VCS:02-02|Unauthenticated:01-01|VCSInt:02-02|PegaSurvey:07-10|UI-Kit-7:08-01-01|Pega-ProcessCommander:07-10|Pega-DeploymentDefaults:07-10|Pega-DecisionScience:07-10|Pega-DecisionArchitect:07-10|Pega-LP-Mobile:07-10|Pega-LP-ProcessAndRules:07-10|Pega-LP-Integration:07-10|Pega-LP-Reports:07-10|Pega-LP-SystemSettings:07-10|Pega-LP-UserInterface:07-10|Pega-LP-OrgAndSecurity:07-10|Pega-LP-DataModel:07-10|Pega-LP-Application:07-10|Pega-LP:07-10|Pega-SystemOperations:07-10|Pega-UpdateManager:07-10|Pega-SecurityVA:07-10|Pega-Feedback:07-10|Pega-AutoTest:07-10|Pega-AppDefinition:07-10|Pega-ImportExport:07-10|Pega-LocalizationTools:07-10|Pega-RuleRefactoring:07-10|Pega-ProcessArchitect:07-10|Pega-Portlet:07-10|Pega-Content:07-10|Pega-BigData:07-10|Pega-NLP:07-10|Pega-DecisionEngine:07-10|Pega-IntegrationArchitect:07-10|Pega-SystemArchitect:07-10|Pega-Desktop:07-10|Pega-EndUserUI:07-10|Pega-Social:07-10|Pega-API:07-10|Pega-EventProcessing:07-10|Pega-Reporting:07-10|Pega-UIDesign:07-10|Pega-Gadgets:07-10|Pega-UIEngine:07-10|Pega-ProcessEngine:07-10|Pega-SearchEngine:07-10|Pega-IntegrationEngine:07-10|Pega-RulesEngine:07-10|Pega-Engine:07-10|Pega-ProCom:07-10|Pega-IntSvcs:07-10|Pega-WB:07-10|Pega-RULES:07-10|]</pxStartingRulesetList>

<pxStartingRoleList>[VCSUS:Employer, VCSUS:EmpUser4]</pxStartingRoleList>

<pxCurrentRoleList>[VCSUS:Employer, VCSUS:EmpUser4]</pxCurrentRoleList>

</pxAuthDetails>

<pxContextDetails>

<pxNodeId>web_10.123.0.36_i-00cb3d5645d233</pxNodeId>

<pxAgentName>Pega-ProCom:ServiceLevelEvents</pxAgentName>

<pxNodeName>ip-10-123-0-36</pxNodeName>

<pxRequestorId>(B9F25B9426E1EECA3B0DCF0EC286D6C81) </pxRequestorId>

</pxContextDetails>

</rowdata>

</pxQueueErrorDetails>

<pxErrorList REPEATINGTYPE="PropertyList">

<rowdata REPEATINGINDEX="1">You are not authorized to open instance SAG-VACCINE-US-VCS-WORK CE-109</rowdata>

</pxErrorList>

<pyRecurrenceDetails>

<pxObjClass>Data-Event-Recurring</pxObjClass>

</pyRecurrenceDetails>

</pagedata>

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