While creating an RMA by customer service in IC, once the agent get a call, the distribution lock is set. After the call hitting an End button to disconnect the call, the distribution lock is cleared. But after some time when the agent change the RMA and save. The distribution to R/3 does not takes place. When I look at that RMA, I see the distribution lock. Is that necessary to hit an End button. Or is there any other possibility to have distribution lock. Please advice.