Posted: 16 Feb 2017 12:00 EST Last activity: 26 Aug 2020 8:41 EDT
Is there any limit the time we can keep a case locked
We have a situation where an interaction case is being opended for eight hours as the CSR is creating multiple service cases under interaction. When he try to close the interaction it is giving an error message "Interaction has been transferred". This may be due to default locking is set to 30 min. We are planning to increase the time. Is there any limit to set the default locking ?
***Updated by moderator: Lochan to add Categories***
I'm not familiar with a maximum time limit. There are practical ones, in that something like 24 hours means that no other requestors can work on that item for an entire day, so if someone locks an item and then goes home for the weekend, you can't have another operator work on the case for that long, agents trying to update it will fail, etc.
In the case where you are getting an "Interaction has been transferred" message, have you confirmed that no other requestor (operators, SLA agents, etc) hadn't come along in that time and updated the item? The work object history should give you a clue. If the case is being worked for 8 hours, I would not be surprised if there wasn't something that updated it, stealing the lock/assignment. If that's the case, increasing the lock time won't necessarily help you. Or it will solve this problem by introducing others.
Posted: 4 years ago
Posted: 18 Feb 2017 2:33 EST
Lakshmi Venkatesh Kakumani (kakul)
Associate Technical Solutions Engineer