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Support Article

Cannot open case "CASEID" Contact your system administrator



Consider two operators (Operator 1 and Operator 2) and a parent case with a few subcases.
Open the parent case in a review harness using Operator1. Open the same parent case in the review harness using operator2 and create a sub case. Error occurs when opening the subcase when Operator2 performs a local action without refreshing the review harness.

Error Messages

Cannot open case "CASEID" Contact your system administrator for assistance.

Steps to Reproduce

  1. Create a parent case.
  2. Open the parent case in the Review mode using Operator1.
  3. Open the same parent case using Operator2. Create a sub case for it.
  4. Do not refresh the Review mode screen of Operator1. Run a local action or flow action and submit it.
  5. Open the child case created by Operator1.

Root Cause

Obj-refresh-And-Lock checks the pxUpdateDateTime of the work object. If pxUpdateDateTime is older than the value in the database, the content is reloaded. However, Obj-Save does not update the pxUpdateDateTime while saving the content to the database.


Perform the following local-change:

Use Work-.RecalculateAndSave instead of Obj-Save. The pxUpdateDateTime is also updated.


Published July 31, 2018 - Updated October 8, 2020

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