We have a process which puts cases in work basket . The cases waits in the work bask for a time. Once the wait expires the the case comes out of workbasket and further processing works.
We use an SLA rule with the work basket to perform this activity. This functionality is running for the last 3 years. From last moth we observed few cases (5% approx) still remains in the workbasket even if wait end date is reached.
We found the faulty cases do not have a queue entry in the pega queue table.
We also found if we open one faulty case and update the wait end date time with a flow action , pega makes a new queue item and process works like a charm. Hence we concluded its not a case data issue but an infra issue.
Can any one guide me how to find and resolve the root cause of the issue.
***Edited by Moderator: Pallavi to update platform capability tags***
Can you compare work object history to see if there are any patterns to the ones that do not work and compare with a working case? Do you see any errors in the log when the queue item should have been generated?
Hi , Thanks for Reply .. We still did not find any pattern. We see the work object in the work queue at that time no entry in the queue table. We open it , update the suspend date time to current , the same work objects makes an entry in the queue table and gets processed like a charm. No error in the LOGs.
We cant put and analyse logs while the work object goes to the wait state coz , it has happned long back.
Is it possible there was a queue item initially, the SLA tried to process it and failed so it updated the status to a Broken-Process item but someone cleared the Broken-Process items so you do not see it anymore?