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Support Article

OOTB SLA agent is not trying multiple times for locked Cases

SA-38382

Summary



Out-of-the-box (OOTB) SLA agent is trying to check for locked object only once.

At that time if the agent found any lock then its sending those work object to broken queue with an error message.


Error Messages



Save, Delete or Commit has failed because lock <Case ID> is not held.


Steps to Reproduce



1. Configure SLA rule on assignment.
2. In escalation activity, write a logic to lock the case which is already locked by some other requestor.

Root Cause

User has not assigned any value to pyMaxAttempts property on queue page, So PRPC by default assign one to pyMaxAttempts property.

Resolution



Save As the Assign-.AddAssign activity to application ruleset and set pyMaxAttempts value as more than one.

Suggest Edit

Published June 30, 2017 - Updated October 8, 2020

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