000014989 - Error Message - We are sorry but you cannot update this case because a different representative is currently processing it. Please try again later (20242)

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000014989
Applies ToAdaptive Authentication (Hosted) V9.1
Back Office environment; Case Management
Clarify case : C11265961 as reference
IssueError Message - We are sorry but you cannot update this case because a different representative is currently processing it.  Please try again later (20242)
CauseA user/representative has exclusive access to the case.  Two different users/representatives cannot update the same case at the same time.
NotesWorkaround - The first user/representative must finish updating the case to allow the second user/representative to access the case.
Workaround Details - To find the user/representative that is currently working on the case, log into the Back Office environment, select the Case Management tab, and then select the sub-tab View the Queue.  This will display the list of cases, and some may have padlocks in the Locked column.  Clicking on one of the cases will show the details of that case. If one selects the click here link to process the case, the error message above will be displayed.  Note the User Id within the details of the current case.  The User Id will be used in a subsequent step.  Click on the Customer Service tab, enter the User Id, and then click on Go.  This allows one to see the details of this User, including the User History as well as the Activity History.  In the Activity History, the current cases associated with this user are listed.  Click on a case to see the details.  Under the Case Status Heading, one can find the field Updating By.  The value in this field is the name of the other user/representative that has this case locked.  Once you are able to find them, have them switch to another tab (Policy Manager, Reports, Administration, etc) and this will unlock the case so that the second user/representative can submit their updates.
Legacy Article IDa55314

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