Skip to main content

Cases in PDC

Suggest edit Updated on January 19, 2022

Pega Predictive Diagnostic Cloud (PDC) gathers alert messages, exceptions, and other data that Pega Platform™ provides, and then generates events and organizes them into cases. To help you track specific issues, each case in PDC groups events that have a similar origin and cause. Cases represents unique problems and require individual solutions.

Case creation

PDC detects large number of events. Some urgent events, such as stability issues, require immediate attention and provide optional notifications for each occurrence. However, most events do not represent a severe problem unless they appear in large quantities.

To help you manage the events, PDC creates cases. A PDC agent evaluates all events in your application since the agent last ran, and then groups the events that resulted from the same issue. Such a grouping by issue is a correlation. PDC correlates events to create cases that represent specific issues. For example, to correlate a slow query alert with the appropriate case, PDC identifies the query, and the rule that defines the query. To correlate exceptions that originate from the same part of your application, PDC determines the class in which each exception occurred, and then parses the exception messages.

If PDC does not find any cases from a specific correlation, it creates a new case with a type that identifies the problem, and then updates the case when additional events from the same correlation occur.

To help illustrate potential issues and relationships between specific events, PDC aggregates the events into cases based on the following properties:

  • Origin of the events
  • Characteristics of each event
  • Common properties

You can check the cases to which PDC assigned an event by going to the Event Viewer and filtering the specific events by case ID.

Case types

PDC creates the cases that contain the following types of information:

  • Performance insights that highlight PEGA, SECU, and ROBO events. Performance insights do not always represent a problem and can show potential areas of improvement as well.
  • Cases based on exceptions that highlight OPS, DBMS, SMTP, and INTG events, and any unhandled exception that PDC detects in your application. Each case that PDC creates from an exception is a potential problem.

Performance insight cases

A performance insight case does not always represent a problem. It can also inform you about the performance of your applications and suggest improvement opportunities. The interpretation of each case depends on the context.

For example: Your application contains a report that fetches query statistics and is available in several places. During a single day, 150 operators generate the same report, but for 100 operators the report is very slow or returns errors. PDC generates a separate event for each slow or erroneous run of the report and displays them in the Event Viewer. However, each of these events do not indicate a separate issue, but a single issue that the operators encountered 100 times.

To reflect that distinction, PDC aggregates all events that are connected to the report in question into a single performance insight case that describes the issue and provides means to track and resolve the problem.

Your interpretation of each case depends on the context. In the query statistics example, if the report fetches large amount of data or performs many operations, you can expect slow performance. You can also treat the case as an information about possible improvement, such as making the report run quicker. However, if the report is very slow, it might cause operators to avoid using the report, which is not desirable and might be considered a problem.

The difference between an improvement opportunity to an issue in a performance insight case is a matter of interpretation and depends on your application type and its use.

Cases based on exceptions

Because exceptions are errors that interrupt the operation of your application, each case that PDC creates that is based on exceptions signifies a potential problem. PDC correlates exceptions by comparing the stack trace of each exception and aggregating them into cases that describe specific issues.

Each exception is a symptom of errors in the design or implementation of your application. As best practice, always investigate cases that are based on exceptions.

Cases contents

On the Overview tab of each case, you can find information to help you understand the severity and frequency of the problem. To help you analyze the issue, PDC gives you context for each case, including the following information:

  • Description of the case
  • Reasoning for the creation of the case
  • Applications from which the case originates
  • Interactions between the events contained within the case
  • The number of the events during the last week
  • Percentage frequency change of the events compared to the previous week
  • The processing time of the operations that are described by the events
  • Most recent Pega Platform rule version if there is a correlation between the rule update and the events in the case

Depending on the nature of the problem, PDC can also recommend the next steps to help you resolve the issue.

The following figure shows how you can navigate through different views in a case.

You can explore different views in a case
Exploring case details

Each case contains additional details about the causes of the issue. You can find these details on the following tabs:

  • Origin, which lists the rules from Pega Platform that are related to the issue.
  • Events, which lists all events that are correlated with the case.
  • Event Distribution, which summarizes the average time and number of each event in the case.
  • Tracking, which lists the numbers of tickets created in the external tracking systems that are integrated with PDC.

For more information on tracking work in another system, see Integrations with project management tools.

Depending on the type, a case can also contain the following tabs:

  • Stack Trace, which contains a report of active stack frames prior to the exceptions that are in the case.
  • Correlation Pattern, which contains common stack trace parts for every exception in the case.
  • SQL Analysis, which lists SQL queries that are in the case.

Case actions

To help you keep track of cases that PDC generates, you can perform certain actions on each case, such as resolving or reassigning the case. For more information, see Managing cases in PDC.

 

Learn more about PDC through the following articles:

Onboarding for PDC

1 Fundamentals of PDC

2 Event Viewer in PDC

3 Notifications in PDC

4 Cases in PDC

5 Improvement Plan

Integrations with project management tools

 

  • Previous topic Notifications in Pega Predictive Diagnostic Cloud
  • Next topic Pega Predictive Diagnostic Cloud Improvement Plan overview
Did you find this content helpful? YesNo

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us