In my understanding, this error occurred when using Obj-Open without selecting "Lock" checkbox in customized activity. But I don't know why setting GoalTime to zero will cause this issue, could anyone explain the root cause please?
*We are using PRRC ver 7.2 and in order to resolve case, Call OOTB activity "UpdateStatus" by passing "Resolved-XXXX" to StatusWork parameter and then Call "commitWithErrorHanding".
I had reviewed the information regarding the root cause of the issue in the above Support Article, but couldn't find much information. As per my understanding, as the goal time of sla is 0, then Agent will process this item and the work item will become stale which in turn will cause the above error when we try to resolve it. May be others can share if they find any further information regarding this issue.
To process any case we need to set a goal time which is measured from the time that a case is created to the time that the case is resolved. SO to process the case we need to have a goal time if this is set to 0we would get this error.