Work-ticket lock incident
Unnamed: an IT services business using a multi-company agent setup · workflow agent
- What happened
- Seven notification emails created seven work tickets in a multi-company agent setup. According to a later comment on the issue from a second operator, an agent processed one ticket while stale run locks left the other six unable to resume through the application.
- Impact
- Six tickets needed manual intervention outside the application (reported). Customer impact was not reported.
- What would have caught it
- Alert on queued tickets whose run has stopped reporting progress. Expire stale locks so another agent or a person can resume the work.
- Sources
- Second operator’s June 10 comment on an open-source issue (source date 2026-06-10)