Symptoms

Users need to process this specific work item but cannot open it. The problem is that the work item is showing as status "Open" in workspace but does not show which users has it open. It shows all users as "Allocated". How can we get this work item that we can use it?
The work item is assigned to K2 Role that contains AD and K2SQL user.

 

Diagnoses

Run the following query against k2 database.

Use K2
SELECT *
FROM MK2].]Server].]WorklistSlot]
where ProcInstID = 'Process_Instance_ID'

with 'Process_Instance_ID', you can get the process instance ID by executing the Process Instance smartobject using the Smartobject service tester.
From the result of the query above, if any row with 1 in the Status column (1 meaning Open) then the ActionerID of that row is the user currently opening the work item.

Run the following query on the k2 database to find out the user with the ID as the ActionerID from the above query result.

SELECT TOP 1000 0ID]
,>ActionerName]
,>ActionerType]
,>Status]
FROM MK2].]Server].]Actioner]
WHERE EID] = 'ActionerID'

The ActionerName should tell which user is currently opening the task. From workspace, check the checkbox next to that user to see if the release button is enabled.
 

Resolution

The user found from the sql queries is a user that was deleted at their customer's request a few month's ago. Before the user was delted, that user had opened the work item. Adding the user back into the Sql Server user table. After refreshing occurred, customer could now see that user in the Workspace worklist for that work item and could then release the work item from that user.