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Support Article

Requestor lock causing task to go to broken queue

SA-30184

Summary



Service Level Agreement (SLA) queue items are going to the Broken-Process queue because the agent cannot lock a work object. The item is not being requeued to try again later.


Error Messages



Not applicable


Steps to Reproduce

  1. Create a case with a work object SLA.
  2. Ensure that a requestor has a lock on the case when the SLA agent executes.


Root Cause



An issue in the custom application code or rules. The DetermineLockString activity was modified to call another activity that tried to lock a related work object.

The failure in this activity caused the Broken-Process queue item to be generated.

Resolution



The DetermineLockString activity was only designed to set the pxLockHandle.

​To resolve the issue, remove the call to the additional activity. Then, if the SLA agent is unable to obtain a lock on the work object, the item will be requeued.

 

Published November 17, 2016 - Updated October 8, 2020

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