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How to Fix a Locked Record (From Our Side When Locked With a User)

Overview

When a Client or Matter record in 3E is locked by another user, integration processes (including CMI Requests) may fail. This article explains how to identify who holds the lock and how to safely release it by proxying as the locking.

🧩 Why Records Become Locked

3E locks a Client or Matter record when a user has the screen open—including instances where the screen is open in the background or on another device.


Workflow automation (Intapp → 3E) cannot update the record until the lock is released.

🛠️ How to Unlock a Client or Matter Record in 3E

Step 1 — Identify the Affected Record

  1. In IB, locate the failed request and copy the Client or Matter Number.

Step 2 — Locate the Record in 3E

  1. Open 3E.
  2. Go to Favourites and choose either Client or Matter.
  3. Paste the number into the search field.

You should now see the record and a padlock icon at the top-left of the screen.

Step 3 — Identify Who Has the Record Locked

  1. Click the padlock icon.
  2. A pop‑up will show:
    • The username holding the lock
    • The date and time the lock occurred
  3. Make a note of these details.

Step 4 — Proxy as the Locking User

  1. Close back to the main screen.
  2. Go to 3E → Cog Icon → Proxy As.
  3. Search for the username noted earlier and select it.
  4. You are now assuming that user’s identity in 3E.

Step 5 — Close the Screen Holding the Lock

  1. Under My Action List, locate the item matching the date/time of the lock.
  2. Click to open it—this is the same screen the user left open.
  3. Click Cancel (top right).
    • If a pop‑up appears, choose Close, then Yes.
  4. This action releases the system lock.

Step 6 — Exit Proxy Mode

  1. At the Fee Earner Home screen, click the X next to the user initials (top left).
  2. You are now back to your own 3E identity.

Step 7 — Verify the Lock Is Released

Search for the Client or Matter record again.

  • You should now see no padlock icon.

Step 8 — Resume the Failed Request in Intapp

  1. Return to IB and locate the errored Request.
  2. Go back into Intapp Open and search for the Request.
  3. Resume the workflow—the Request should now process successfully.

📝 Important Notes

  • Only administrators or users with Proxy As permissions can perform these steps.
  • Locks occur frequently when users forget to close screens—this is normal system behaviour.
  • Always proxy out after completing the fix.