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Support Article

An error message is displayed when the case remains idle

SA-34223

Summary



The default case time out is set to 30 mins. So if at the 29th min the user fills in a request form. At the 30th min the lock becomes a soft lock. At this point an Service level rule runs to take over the case.


Error Messages



"You have lost the ability to make this change because a change elsewhere has taken precedence over the change you made here. PLease click on the assignment again to continue"


Steps to Reproduce

  1. Create a case
  2. Open the case in perform mode and do not action on the same
  3. After few minutes, user sees the error message on the screen.


Root Cause



With Pega 7 the Lock caching is enabled for better performance and invoking LockManager.Lock() has no effect. Increasing timeout at 29th min is custom requirement which is needs to be addressed as an enhancement request.

Resolution



If users are making changes at 29th min which reports the error message, try to increase the locking time(from default time of 30min) as per the business requirement.

For the custom business requirement, you can always use Obj-Refresh-And-Lock method to reacquire a lost lock given that it has not already been locked by a different requestor.

Suggest Edit

Published March 12, 2017 - Updated October 8, 2020

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