SA-27812

Summary

When resolving a case in a custom portal, user receives an error message preventing them from resolving the case.

Error Messages

Instance of class Queue not found: SYSTEM-QUEUE-SERVICELEVEL.SYSTEM-QUEUE-SERVICELEVEL IDENTIFIER

Steps to Reproduce

1. Create a work object with an overall SLA.
2. Resolve the work object.
3. Observe that an error has occurred.

Root Cause

A defect in Pegasystems’ code or rules. Right after the SLA agent picks up the coupled queue entry and sets it to Now-Processing, there is a call to updatestatus(with passed value Resolved-XXXX) which triggers a call to removeAssignmentByTicket.

The call to deleteDeferred will fail based on the entry being in the Now-Processing state.

Resolution

 

Apply HFix-29302.