Hello,

I have a question. We need to use optimistic locking, to allow multiple user to access case. We also need to use SLA, as requirement.

Now since SLA uses Agent, that is considered like an user, it take the lock, make an edit and then release it (in compliance with the optimistic locking procedure).

I've seen some solutions: https://support.pega.com/question/sla-refresh-issue

but none really is useful for our scenario.

So I'd like if there are some other option to avoid that a user working on a work item, lose everything he did, just because SLA agent has been quicker to commit.

Thanks