We have a requirement to update the case with the help of the email listener once the reply email comes into email listener's mailbox. Now our customer reported that for some of the work objects, email listener failed to update the work objects. So we have introduced one logging mechanism to check where the fails happen and then realized that once the email listener is going to update on the case, it can not take a lock as some other user open the work item at that moment of time.
So my question - is there any retry mechanism in pega for email listener so that we can achive this scenario?
I am expecting a reply.
***Edited by Moderator: Lochan to update platform capability tags***
EmailListener is responsible for reading the unread email from the configured FOLDER & Email Account and the actual processing is done in the Service-Email method.
For each unread email, Email Listener executes the Service Activity defined in the Service Email method. Hence you need to have a retry mechanism in your service activity. You need to re-execute the same steps involved to update the case in your service activity if you are unable to acquire the lock for the first time. If the user happens to be still working on the case, you need to either queue the update action for a later time (thru agent) OR just fail gracefully within the service activity itself.
Obj-Refresh-And-Lock can be used to check if service activity (thru the Listener process) can acquire the lock or not.