We need to find and unlock all locked tasks instead of finding them one by one like a needle in a haystack. We are finding locked tasks that were supposed to be assigned months ago.
The Routing service is online with no problems and handling thousands of daily assignments without issue. This is not a situation where the routing service is offline. We have tried restarting the service (which is also restarted on Sundays) and nothing changes.
When a task goes into locked status it does not go into the users inbox and they do not see it. If they do happen to have an email for the task they see this message if they try to access their task.
First objective is to find these tasks over a large time range across tens of thousands of active tasks. We are finding them going back months in time so we need a way to report on them all so we can unlock them even if it is a SQL Query for now.
This status of a task being locked had never been previously reported with version 11,10, or 9 but in multiple customer environments we are getting reports of these locked task since upgrading to version 12 and the tasks are not being done because the user never gets them in their inbox.
After getting these tasks back into the user inboxes, the next step is to understand how the system can show that the task is actively assigned while also showing that it is locked and the user clearly showing that the tasks do not exist in their inbox. If we see that a task is actively assigned, we expect it would show in their inbox.
For example if I go to to the process in Monitor it will show that it is In Progress (not suspended) and that the task is in an Assigned status from months ago with no issues.
But if I go to the Tasks tab of that process I can find that the tasks in a Locked status. And this is where we can unlock it by choosing Restart, which is a manual administrative task, never done by the system automatically.
Having tasks sit in the void like this for months causes tasks not to get done since there is no way of knowing it is in this status, running a report on the status, or being notified if something enters this status permanently.
The 2 environments we are getting reports from are both running version 12.0.2503.10378