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Support Article

Unable to accept Chat Request in SAML Authentication



Pega Chat 8.2.1 is running on Pega Customer Service (CS) 8.1 and Pega Platform 8.1.7.

When an agent accepts a Chat request in the Integration Portal,  an error message displays on a blue screen. This occurs when the agent accesses the system through SAML or Single Sign-On (SSO).

Error Messages

There has been an issue; please consult your system administrator

Status: fail
Node: No ID available

java.lang.NullPointerException: null
    at com.pega.pegarules.session.internal.mgmt.authentication.engine.AuthenticationPolicyEngine.getPoliciesList( ~[prprivate.jar:?]
    at com.pega.pegarules.session.internal.mgmt.authentication.engine.AuthenticationPolicyEngine.getPolicy( ~[prprivate.jar:?]
    at com.pega.pegarules.session.internal.mgmt.authentication.engine.AuthenticationPolicyEngine.execute( ~[prprivate.jar:?]
    at com.pega.pegarules.session.internal.mgmt.authentication.SchemePRAuth.performPostAuthentication( ~[prprivate.jar:?]
    at com.pega.pegarules.session.internal.mgmt.authentication.Authentication.performPostAuthentication( ~[prprivate.jar:?]
    at com.pega.pegarules.session.internal.engineinterface.service.HttpAPI.handleAuthentication( ~[prprivate.jar:?]
    at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.activityExecutionProlog( ~[prenginext.jar:?]
    at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.processRequestInner( ~[prenginext.jar:?]

Steps to Reproduce

  1. Log in to the application through SSO.
  2. Connect to the Chat server and queues.
  3. Accept an incoming chat request.

Root Cause

For all messaging interactions (such as, Chat, Email, or Facebook), Pega uses the Associate Requester thread apart from the main Interaction thread for the Live Chat or Email area. The reason for this implementation is to make the interaction faster. Since the Live Chat area is loaded in the Associate Requester thread's Context, exchanging chat messages is faster with frequent refreshes which does not slow down the overall interaction. 
This issue with Associate Requester with SSO, that caused the reported issue.


This feature is implemented in Pega Platform 8.2.

Published April 4, 2020 - Updated December 2, 2021

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