We have an application that is experiencing the following issue. When performing a case and at a certain point it goes to a task that will wait for the return of a service - we use an External Assignment Shape for this, meaning the record waits in Assign-Service. The case is configured with the default lock strategy Allow one user - set to expire in 30 minutes.

We are facing a problem where, when we receive the return from the service to continue the case, it cannot identify the case because it is still locked by the requestor of the last user who updated it. We have found that in many cases the lock is not released even after it has expired. When we try to release the case lock through the Activity ReleaseLock in the System-Lock class, it fails to delete the record, receiving the following message: Cannot obtain a lock on instance BRD-SG-PIS-WORK-SUBM L-80369, as Requestor HEXVPTX92L9A3DGOYX1MI8Q45U2TWMGPSA already has the lock.

We are only able to release the lock after entering Admin Studio and manually terminating the requestor.

What should we evaluate? What action can be taken? What could be causing this behavior? We are in urgent need of assistance with this case.