Hi Team,

We have a business requirement where we need to apply an SLA to an assignment when Customer Review case is waiting for Customer Response. Now when we resume the case after getting response from customer, we are removing the SLA from assignment by dequeuing it from the SLA queue by invoking an ootb engine api - dequeueSLAItem .

Once the case is resumed, it is transferred to an Operator from current WQ by calling Work-.Reassign OOTB case api. This solution is working fine when SLA items were being processed by SLA agents (DSS ProcessEngine.UseSLAQueueProcessor = false)

As per the best practice recommended by Pega team, we have changed this DSS value to true to enable the SLA item processing via pyProcessSLA queue processor.

But with this change we are getting below error with the same existing solution which was working fine with SLA Agents - "com.pega.pegarules.pub.clipboard.ClipboardPage.getPage(String)" because "delayedMessage" is null .

In the tracer error is received at step#10 java step of Work-.Reassign while transferring the case to another operator (remember SLA was already removed from the queue)

further debugging suggests that above NPE error is received at dequeueSLAItemForUpdate engine api call at java step#10 of Reassign activity. Probably the Null page check for the queued SLA item was handled for SLA agent but not handled for queue processor.

Please investigate the internal logic of this engine api function and suggest the next steps to fix this issue. We are nearing to our Production go live date which is scheduled on 20th Nov 2025.