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Support Article

Requestor lock causing task to go to broken queue



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.


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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