Crow Canyon Systems,
Inc.
support@crowcanyon.com
Record Lock
The Record Lock feature prevents ticket
conflicts when two or more users try to save the same ticket at the same time.
The Record Lock allows only one instance of the ticket to be opened in editing
mode at any one time. It records who has it open and for how long.
If
another user tries to open the ticket while another has it open already, the
second user is given a message that the ticket is in use and that it can only be
opened in read-only mode. This prevents the “Public Folder Conflict Messages” that
would occur if both users made changes to the ticket and then saved it.
When a ticket is open, a Record Lock item for
that ticket will appear in the Record Lock folder. Each item in the folder
corresponds to an open ticket.
The Record Lock item itself can be opened to
get details on what ticket is open, who has it open, and when it was opened.
The Record Lock item will disappear from the folder
when the ticket is closed.
In the event that the ticket is not properly
closed (such as system crash), the Record Lock will need to be deleted manually
from the Record Lock folder. If this is not done, users will only be able to
open the ticket in read-only mode, even though no one actually has the ticket
open.
The Record Lock system may occasionally
require a Record Lock item to be manually deleted. But this is much better than
getting Public Folder Conflict Messages after a ticket is saved by multiple
people.
All
users (Default) need Editor permission on this folder, as they need to
programmatically create and delete items as they open and close tickets.