Posted: 17 Jan 2018 8:00 EST Last activity: 18 Jan 2018 5:58 EST
Same Agent in Multiple Nodes creating 2 cases (duplicate) from same queue item
We have an agent creates cases from Queue item (queued from a service activity). After we introduced 2nd node in our production environment, Duplicate cases getting created for the same Request from queue. We had to manually stop the agents in new node. Ideally when agent from one node starts processing an item from queue then the agent in other node should not be able to process it since it is already being processed by other node agent.
Anyone faced similar issue, How do we make sure duplicate cases are not getting by running the agents in multiple nodes?
Yes, Queue entry is marked as Success and its getting deleted from Queue after successful processing. We could see that when agent is enabled in one node only. Problem occurs when we have enabled agents in both the nodes.
Please trace agent to see if it queries for queue item and process your case.
Post processing if queue item is marked as success then there is no chance of agent from 2nd node processing this again as it would not find the same queue again because DB query will filter with status as pending.
Tracing the agent to debug the query would be of great help to understand the behaviour.