Management of work assignment issues in Pega Robot Manager
In Pega Robot Manager, administrators and users can view and investigate work assignment issues displayed on the Issues landing page. By identifying and processing issues, administrators can see problems and determine the best action for resolution.
Users can only view work assignment issues related to unattended robots in Robot Manager. Unattended robot processing automation (RPA) issues are accessible in the navigation pane of Robot Manager, as shown in the following figure:
Note: Users who run the automation hand the attended RPA issues.
Issues in automations
When a robot completes a work assignment, Robot Manager receives one of the following status notifications:
- Completed
- DidNotComplete
- CompletedWithErrors
If an assignment does not successfully complete, a status of either CompletedWithErrors or DidNotComplete returns to Robot Manager, and the work assignment falls within one of the following issue categories:
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Issue category |
Description |
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Automation failures |
An automation failure occurs when the robot attempted to complete the assigned work, the error was caught in the automation and exited gracefully. These work assignments were not able to accomplish the task and should return information about the error and return a status of CompletedWithErrors. The following are examples of possible automation failures that an automation developer can investigate:
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Conflicts |
A conflict can occur when the returned values in the output parameters of the automation fail the Pega Platform™ validation. For example, Pega Platform might expect to store a number as an integer value, but the automation returns a string value. These work assignments return a status of either Completed or CompletedWithErrors. |
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Time-outs |
A robot does not complete a work assignment before a certain length of time has passed. After these work assignments take two times longer to complete than the value of the Max automation run-time setting, they are categorized as Time-outs. For example, the cause of a time-out might result from the automation taking a long time to respond because of slow application activity or an error occurring while running an automation, which causes the process to exceed the Max automation run-time setting. |
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Unexpected errors |
When an automation encounters an unhandled exception error, it prevents the robot from completing its work. If the robot cannot complete the work assignment because of the error, the DidNotComplete status returns to Robot Manager. The following examples highlight some causes behind an unhandled exception for an automation:
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The system displays the error information to Pega Robot Manager users with the correct access rights to view the error information. You must ensure that all users, including authorized users, do not view any personally identifiable information (PII).
Resolution of robotic processing issues
On the Issues landing page, the various tabs enable you to view the reasons for failures, conflicts, time-outs, or errors and investigate any issues. Expanding the section icon enables you to view the reasons for each issue, and you can refresh to view the latest content on issues.
Because each issue type has a different origin, use the most appropriate approach when resolving it. The following information can help you determine which approach fits each issue.
Automation failures
On the Automation failures tab, you can review each automation to investigate the root cause of the failure or opt to requeue either an individual Case or multiple Cases simultaneously, as shown in the following figure. If the automation continues to fail, you can further troubleshoot by investigating and possibly refactoring the automation in Pega Robot Studio.
Conflicts
You can review each automation that encounters a conflict on the Conflicts tab. Possible fixes for your issue include updating the validation Rules or reviewing the format of the values returned by the automation.
Unexpected errors
Review items on the Unexpected errors tab individually. Resolution and further troubleshooting can most likely lead to refactoring the automation project in Pega Robot Studio and redeploying it to Pega Robot Manager for testing. Use the Runtime logs to identify the root cause of the issue.
Time-outs
On the Time-outs tab, you can review each time-out to determine the status of the work completed by the robot, as shown in the following figure. Additional time-out resolutions include:
- Redesign of the automation for better efficiency.
- Adjustment to the Max automation run-time setting to account for slower than normal automation or application behavior.
For more information about viewing these issues in Robot Manager, see Viewing assignment issues.
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