"Work Item Locked" issue caused by report definition?
Hello,
We've been working on an app lately that lets users approve docs via email. Unfortunately, an error cropped up where emails sent in to the app would return an error message email saying something like "Cannot approve by email. Work item is locked". We eventually found that the error, originating from pyProcessEmailRequest, would stop when we removed a custom report definition we created, which accesses a few of our properties used in the app. Is it plausible that the report definition might be locking the work item and causing our error? How might we fix our report so that it won't cause these issues?
Thanks,
Matt K
***Updated by Moderator: Marissa to update categories***
Accepted Solution
Pegasystems
IN
We eventually found that the error, originating from pyProcessEmailRequest, would stop when we removed a custom report definition we created, which accesses a few of our properties used in the app. Is it plausible that the report definition might be locking the work item and causing our error?
Report definition never locks any work object. It only does a select from the table to display the set of records that match the filter criteria.
Pegasystems Inc.
IN
Hi ,
Have you been facing this error, when you are trying to send an email from prpc to external operator , or was that when you receive an email from external operator to prpc ?
I dont think,if properties are used in the report definition, it would lock the WO .
Pegasystems Inc.
IN
Hi
The message you are getting , that is "Cannot approve by email. Work item is locked" indicates that at the time of accessing the work item, it is being used or modified by some other user . It could be a human operator or could be an agent or SLA as well.
Question that I would like to check are
1. Is it happening frequently ?
2. Is there any agent or SLA configured which can also access the assignment and work on ?
3. What are you seeing in the log ? Normally , along with the notification, it also logs the user info who is holding the lock .
Accepted Solution
Pegasystems
IN
We eventually found that the error, originating from pyProcessEmailRequest, would stop when we removed a custom report definition we created, which accesses a few of our properties used in the app. Is it plausible that the report definition might be locking the work item and causing our error?
Report definition never locks any work object. It only does a select from the table to display the set of records that match the filter criteria.