Using SLA with optimistic locking

General
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1

Hello,

I have a question. We need to use optimistic locking, to allow multiple user to access case. We also need to use SLA, as requirement.

Now since SLA uses Agent, that is considered like an user, it take the lock, make an edit and then release it (in compliance with the optimistic locking procedure).

I’ve seen some solutions: SLA refresh issue | Support Center

but none really is useful for our scenario.

So I’d like if there are some other option to avoid that a user working on a work item, lose everything he did, just because SLA agent has been quicker to commit.

Thanks

2

@DanieleD9965

Is the race condition occurs because the SLA Goal and deadline time are very minimal?

3

@RameshSangili

Thank you for your reply.

Actually we are talking in order of days. So I do not think it’s minimal. It seems to happen because agent starts as soon as the assignment is shown, because agent initialize the deadline time property of the assignment (if I have understood correctly how SLAs work).

So I’d like to know if there’s a way to avoid (or at least mitigate) the lock race between the users and SLA agent.

Thank again for your kind support

4

@RameshSangiliAfter further analysis you were right. Was the Goal time the issue. Thanks