Why are my in-service requests disappearing?

Discovered: 1/3/24

Status: Repairing

LobbyCentral developers were alerted to an issue where in some cases, requests were disappearing from the queue if "multi-customer handling" is enabled in System Options.

In summary, if two users open an In-Service request, there is a possibility that one user can check-out the request and cause it to disappear from the other user's screen.

The steps to recreate the problem are:

1. User A takes a pending request changing the status from Waiting to In-Service. It also assigns the Working User to User A.
2. User A clicks the request, opening the Check-Out window. The status of the request changes to Open-Locked.
3. User B clicks the same request and gets an error message that the request is locked by User A.
4. User A closes the Check-Out window changing the status back to In-Service.
5. User B clicks the same request, opening the Check-Out window. The status changes to Open-Locked.
6. User A accidentally clicks the same request - but instead of getting the Locked error message, the Check-Out window is shown.

The reason User A can re-open a request that has been open-locked by User B is because User A is still showing as the user that took that the request (from waiting).   

LC will check if the request is open-locked and if it is, it then checks who the original user is which in this case is User A.  Because User A is the assigned user, it can be opened even though User B locked it.

Developers are working on a fix to only allow the current user to open the request.