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Support Article

"Instance of class Queue not found" during resolve



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

Error Messages


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.



Apply HFix-29302.

Published September 23, 2016 - Updated October 8, 2020

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