On enabling pyProcessSLA, do we need to disable ServiceLevelEvents agent

General
1

In Pega Platform '23, in the page https://docs.pega.com/bundle/platform/page/platform/background-processing/queue-processing-slas.html mentioned that, it is better to use pyProcessSLA Queue Processor for SLAs.

However pyProcessSLA is disabled by default and to enable it we need to set the UseSLAQueueProcessor dynamic system setting to true.

Could anyone please answer below questions- After we set UseSLAQueueProcessor DSS to true -

  1. Do we need to disable ServiceLevelEvents agent?

  2. The items which are already present in System-Queue-ServiceLevel table, will be processed by pyProcessSLA QP or ServiceLevelEvents agent?

Thanks!

2

Hi @AlekhyaP16661996,

Yes, you should disable the ServiceLevelEvents agent after enabling the UseSLAQueueProcessor dynamic system setting. The two agents cannot run concurrently.

After you enable the UseSLAQueueProcessor DSS, the pyProcessSLA Queue Processor will take over the processing of all Service Level Agreement (SLA) events. This includes processing the items that are already present in the System-Queue-ServiceLevel table.

The ServiceLevelEvents agent will no longer process SLA events once the pyProcessSLA Queue Processor is enabled. However, the agent will continue to run and monitor for SLA breaches. If a breach occurs, the agent will send an email notification to the appropriate recipients.

I hope it helps.

Thanks

Megha

3

@Megha007

Thank you Megha for helping me.

Could you please tell, which agent monitors for SLA breaches? Could you please provide the rule in which this functionality to monitor and send notifications is present?

Thank you,

Alekhya

4

@AlekhyaP16661996

pyProcessSLA will trigger the escalation actions configured in each SLA rule during the Goal/Deadline event and perform the respective actions (such as Send notification, transfer to Work queue, etc…) based on your requirement.