Why does an order have a status of "Locked" in System Manager Customer Service?

Order can be unlocked by running unlocklk stream

1. Check Streams2 and Userstr2 folders to see if unlocklk stream file already exists
2. If file doesn't exist, save attached file unlocklk to Userstr2 folder
3. Make sure no users are in Customer Service or any hold buckets ((Manager Review, Fraud, etc.)
4. Log on to application server
5. Run unlocklk stream using Cronsched (see article 26056 for details)
6. Check stdlist for errors
7. Order will be unlocked

FVF Customer Service
Error Locking Order
User cannot modify multiple orders at the same time.

Occasionally, an order gets stuck with a PROCESSING ACTIONSEARCH of 'LK'  when the modifying user exits improperly or is aborted out of the screen.

The normal flow is:

• When user modifies order, order locked to prevent other users from modifying same order at same time.
• While order locked, ACTIONSEARCH field in PROCESSING table for that order changed to "LK"
• While order locked, ADDEDDATA3 record created with order number and user name modifying order.
• When user completes modifications, order changed back to proper status

 

• unlocklk usually part of Dayclose stream
• unlocklk unlocks all orders, even those locked for legitimate reasons
• unlocklk should only be run with no users in Customer Service or in any hold buckets (Manager Review, Fraud, etc.)