[Constellation] Access when causing case lock
In the flow, I have restricted the flow action using access when (AssignedToMe) because the operator has access to functions such as transfer assignments, and access to change details in work cases w/o access to the assignment when not assigned.
When the case is assigned to operator A, operator B can try to open the case via the search bar/accessing the team's worklist (looking for Operator A's assignment, which Operator B will receive an unauthorized message restricting the access.
However, when operator A tried to open the case or anyone for that matter, the case is locked by operator B and is locked for another 30 minutes.
Anyone can suggest a fix for this?
CPF
SG
@RaviChandra No thats not ideal for our design.
HCA Healthcare
US
@SvenKrow The issue happens because even though Operator B isn’t allowed to act on the case, Pega still locks the case as soon as they open it, which blocks everyone else for 30 minutes. To fix this, you need to stop unauthorized users from opening the case in the first place. You can do this by adding a When rule (like "CanAccessCase") that checks if the case is actually assigned to them and then show a message or redirect before the case opens. Another way is to make the case open in read-only mode for non-assigned users so it doesn’t get locked. Also, you can tweak the assignment list so users only see what they’re allowed to open. The key is to prevent the lock by blocking access earlier, not just on the flow action
Updated: 7 Aug 2025 2:05 EDT
CPF
SG
@SairohithIn constellation, the search bar and Team's worklist will allow the opening and preview of the cases. Where can I add a when rule in the OOTB or make adjustments so that it is read only before pega can open the case?