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Support Article

Lock lost exception after 15 minutes

SA-31327

Summary



When users leave cases open and idle for 15 minutes and then attempt to submit they receive a lock lost exception


Error Messages



You have lost the ability to make this change because a change elsewhere has taken precedence ofver the change you made here.


Steps to Reproduce

  1. Create a interaction.
  2. Launch a service case.
  3. Leave it idle for some time.
  4. Update the service item and observe the error.


Root Cause



An issue in the custom application code or rules.  The default timeout for this case type was 30 minutes, which was too short for the application typical use case.

Resolution



Perform the following local-change: Updated timeout to 120 minutes.
 

 

Suggest Edit

Published December 14, 2016 - Updated December 2, 2021

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