Locked Appointment or Assist Case

Owned by Christopher
Dec 20, 2023
3 min read

Issue:

When you or a consultant sees the message shown above, it indicates that there may be more than one Phoenix users that are actively working on that same Appointment or Assist Case. When this message appears, you can’t actively work on it until the other user completes their work.

In this guide, we’ll reference two Phoenix users - User 1 will be the Phoenix user who is named in the red message (as shown in the image above) and User 2 will be person wanting to access the appointment or assist case and who sees the error message.

Solution:

To resolve this, the other Phoenix user will need to go to the tab in Phoenix which has that relevant Appointment or Assist Case and then either a) close the work page or b) close the tab.

Two options for closing the work page

 

A) To close the work page
The user will need to find the active tab with the relevant appointment or assist case then click the “Close” button with the chequered flag, which is on the left side of the page - see option A highlighted above.

After this has been done by the other Phoenix user 1, Phoenix user 2 will refresh the page to now have control of the Appointment or Assist Case.

B) To close the tab:
The user will need to find the active tab with the relevant appointment or assist case and click the X icon to close that particular tab - See option B highlighted above.

After this has been done by the other Phoenix user 1, Phoenix user 2 will refresh the page to now have control of the Appointment or Assist Case.

Further troubleshooting (if the above doesn’t work):

After completing the above steps, if the issue continues, follow these additional steps:

  1. Ask the other Phoenix user (User 1) to log out of the Phoenix portal. When they have logged out, refresh Phoenix User 2’s portal and re-attempt to access the appointment or assist case.

  2. Ask the other Phoenix user (User 1) to go to the Quick View page, then scroll down to see the “My Work” page. Find the appointment or assist case listed then User 1 will need to click the link to go to the appointment or assist case. From the appointment or assist case page, follow step A listed in the Solution section above.

  3. If the issue continues to occur after following all of the solution steps and the further troubleshooting steps above, you may have to wait for the active session to time out (approximately 2 hours).

For further troubleshooting support with this, contact User Support using the button below.