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Support Article

Transferred Service case displays error after refresh

SA-104516

Summary



Immediately after transferring a case, error occurs when user performs a refresh from the same screen from the Actions menu. On transferring a case or a call from CSR1 to CSR2, the Lock on the Interaction case is still held with CSR1. Hence, error occurs for CSR2.


Error Messages



The work object references a different assignment than the current one.

Steps to Reproduce


 
  1. Accept a call from the user to CSR1.
  2. Create an Interaction and a Service case.
  3. Transfer the call to CSR2.
  4. Accept the transferred call.
  5. Refresh the Service case.


Root Cause



A software use or operation error.


Resolution



Perform the following local-change:

Add the below Dynamic System Setting (DSS):

Owning ruleset: Pega-Engine
Setting Purpose: prconfig/database/maxlockattempts
Value: 1
Suggest Edit

Published April 16, 2020 - Updated December 2, 2021

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