I have to release the lock of case which is held by other operator from agent activity , I tried ReleaseLock activity of all the available classes but didn’t work, it is working only when lock is with current user.
I even tried deleting the record from the Sys locks table but did not release the lock .
is there any way to implement it .
Hello @PavanB75,
You can try using an optimistic lock mechanism if that helps your requirement.
You can use Page-Unlock method to release lock acquired by other user’s..
But releasing lock would not be a recommended approach… I am seeing you are using 8.5.5 version instead of agent try to use the Queue Processor, queue the needed case snapshot page to queue by selecting option do not acquire lock while processing..
Inside queue processor first step check the case lock is acquired by other user’s, if not then open the case by acquiring the lock and trigger the needed actions.. If lock is held by other user’s then re-queue the same snapshot data and make queue processor to process the item later after the case lock is released by user..
We should not allow two users to work at a time , Business Team don’t want that option so we have to implement only when agent is trying for lock and user held it .
@PavanB75
Updating cases that are locked by other users is not a good thing without using optimistic locking, as said by @Gunasekaran_Baskaran you can use QP and re-queue / retry if the case is locked.
Page unlock will not in this Scenario and we need to update the status and other information without locking case is not possible