An order will lock for a few different reasons, including:
1) The agent closes Agile without finishing the order.
2) Agile crashes in the middle of the order.
3) An agent opens the order while another agent is in the order.
To unlock an order:
Have the agent listed on the message log into the terminal listed. This should unlock the order. If this still does not unlock the order, please send us a message at firstname.lastname@example.org with the order number.