Pega0019 alerts on production , while using Mashup
We are observing a high count of Pega 0019 critical alert ( long requestor running) in the production environment. We are using Pega 7.2.2 and have embedded the customer 360 inside the web page as a mashup. On viewing the alert logs we see that the issue is caused by the following 2 activities:
pzGetURLHashes and UpdateOperatorID. The actual step is in the updateoperatorid but is called from the pzGetURLHashes. I would like to know what causes this activity to fire in the first place ? Why is it consuming so much time? We can also see LASTINPUT as "existing Requestor retrieved". Here is the snapshot of the alert for one user.
We have a requestor timeout set to 15 mins, and have HA enabled in Production. we have requestor passivation persistance to Database. There are in total 8 nodes which are behind a load balancer (f5) which has a timeout of 1 hr.
Any direction where we should triage for this issue?
***Edited by Moderator Marissa to update SR Details***
Thanks for your response. I have the Alert logs which I have added the snapshot from, and while looking at it in more details around the time frames above, I do see Pega0001 and Pega0029 alerts. AS I mentioned we are using Mashup ( customer interaction portal) in a webpage and it loads the customer 360 view with each search interaction. But these pega 0001 and Pega0029 entries are not for the same user I provided above, but they are on the same server. On the Pega logs side, I can see thread dumps. Unfortunately I cannot share the complete log file due to compliance issue, I have attached a snapshot of the logs and alert file during specific timeframe mentioned above.
There looks to be some hazelcast exceptions in the thread dump.
Unfortunately the screenshot attached doesn't provide enough details to determine the issue root cause.
I appreciate that sharing the full logs publicly is not viable in your case. As such I would suggest you to raise a Support Request on My Support Portal (https://msp.pega.com/msp/MSPServlet) providing the following elements:
A clear description of the issue (Context, Application Ruleset versions, ...)
Environment Details (Operating System, Application Server, JVM ans DB details)
PegaRULES and PegaRULES-ALERT for the period when the issue was reproduced.
Note: Please mention this Community Question while raising the request.