Create a field on the form, and a button. The button will show Lock/Unlock.
The basic premise will be that users can lock or unlock a ticket. If a ticket is unlocked, then the button will display Lock. If the ticket is locked, then button will display Unlock. If a user hits the Lock button, then their userid and a timestamp is placed in the field, then a commit changes is done. Now, they have control of the ticket. If the next user comes in and opens the same ticket, workflow that runs on window open or loaded will check to see if that field is empty. If it is not, and if the current user is not the user in the field, then remedy knows the ticket is locked, and will present the user a message to inform them that XXX has locked this ticket on YYY date/time. The active link will also change most/all of the fields to read only. You will also need to have a group of people that can force an unlock, in the event someone has gone home leaving a ticket locked. You might also create an escalation that will go through each night and unlock tickets that have been locked for XXX number of days. Also, whenever a ticket is moved into your terminal status, be it fixed, resolved, closed, whatever, then you will need to unlock it so your normal workflow that works with closed tickets will work properly. Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ 405 739 7006 x30043 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Andrey Sent: Wednesday, July 29, 2009 8:33 AM To: arslist@ARSLIST.ORG Subject: Blocking request for editing by another user Hi list How can I avoid simultaneous editing of the request by different users? Thank for advice ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
