Error, Please contact your administrator" after OOTB Report Definition failure (Intermittent in Stage only)

General
1

We are encountering an intermittent issue in our Stage environment where users receive the generic “Err, Please contact your administrator” message when selecting an account from a dropdown.

The issue cannot be reproduced in our Development or Production environments.

After tracing the request and reviewing the logs, we found the following exception:

“One of the join conditions involving the following unoptimized property is not allowed, since it can severely degrade performance: Oper.OrganizationID in class PegaIns-Data-ListOfApprovers. Revise the join conditions or optimize the property.”

The exception is thrown from the OOTB activity pxRetrieveReportData while executing an OOTB Report Definition.

Interestingly, I can see the same failure in the tracer in the Development environment, but the UI continues to function normally and does not display the “Please contact your administrator” error. In the Stage environment, however, the same failure propagates to the UI through ActivityStatusExceptionHandler, resulting in the generic error message.

As a test, I created a private checkout of the OOTB Report Definition and removed the join involving Oper.OrganizationID. With that change, the functionality works as expected, which indicates that the failure is related to that join. However, since this is an OOTB Report Definition, we do not want to customize it without understanding the root cause.

Some additional observations:

  • The issue is intermittent in the Stage environment.
  • It started after a recent maintenance window, although we are not certain whether it is related to the patch update. (25.1.3)
  • I have compared several configurations, including Dynamic System Settings, but haven’t found any differences that explain why the behavior is different only in Stage.

Has anyone encountered a similar issue where an OOTB Report Definition fails only in one environment and the failure is surfaced to the UI, while the same failure is effectively ignored in other environments?

Any suggestions on what else to compare or investigate would be greatly appreciated.

Thanks!

Trace
Trace1866×583 101 KB

2

For this type of environment inconsistency, we normally request Pega Cloud Team to restart the sever and see if that resolves the issue quickly. If still persisting, in this case, I would raise an INC ticket with GCS for investigation since it’s related to OOTB rule. I would strongly oppose to any local customization to fix it since it creates a technical debt that can cause issue in future platform update.

3

Hey @Will_Cho Thank you for your response.

I’ve already restarted the environment, but the issue still persists.

The next step would be to log into MSP, I just thought to check here first before proceeding with that.