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Support Article

Case is updated even when it is opened by another user



The work object is updated by SOAP Service activity even when the work object is opened by another requestor.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Open work object from the user portal
  2. Refresh the user portal
  3. Update the same work object using a SOAP Service. The activity updates the work object even when though the work object is already opened in the browser

Root Cause

This is as per Pega product design.


Here’s the explanation for the reported behavior:

On browser refresh or closing the browser window, all the open work object for which the current user has attained a lock, are converted to soft locks (with pxExpireDateTime updated to current date and time). This means that the current user can still perform the assignments when the same work object is worked on by other users.
When another user makes an update to the work object, the soft lock entry for the current user is removed from the table.


Published July 23, 2018 - Updated October 8, 2020

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