Log a call for team BS.
BS team to then login into talis-prd-ap03 server using an account with sudo access (eg: zz- account)
ls -l /scratch/marcgrab/prism/transfer_retries
If there is a file present in that directory then that file is locking marcgrab process.
Note the file name. The 2nd number is the work id causing the issue.
Delete the file using sudo ie:
sudo rm /scratch/marcgrab/prism/transfer_retries/<filename>
Then reply to customer with the filename and say the filename contains the workid that is causing the issue