SLA broken queue item after reassignment/worklist transition

General
,
1

I’m facing an issue related to SLA processing after assignment reassignment/worklist transition.

We intermittently see below exception in broken queue items:

<pxExceptionMessage>
Unable to open an instance using the given inputs:
ASSIGN-WORKLIST (Masked Case ID Data)
</pxExceptionMessage>

Initial SLA delayed item gets created correctly
During reassignment/worklist movement, SLA gets reset and new delayed items are generated with new pxGeneratedRefID
However, later pyProcessSLA still attempts to process an older assignment handle which no longer exists
I’m suspecting This results in System-Message-QueueProcessor-BrokenItem

Issue is reproducible only when reassignment/worklist transition happens between assignment updates. We are not seeing the issue during normal repeated updates on the same assignment.

Is there any recommended OOTB approach to properly clean old SLA delayed items before reassignment?

2

Could you please clarify “reassignment transistion assignment updates” and “normal repeated updates”

3

Reassignment transistion assignment updates – > I meant case transfer or using save to worklist option.

Normal repeated updates → Without transfer / Save to worklist if the user clicks on the same action more than a time