Thanks for reply Gary, another words - BMC does not provide a standard way to solve this problem?
2009/7/29 Opela, Gary L CTR USAF AFMC 72 CS/SCBAH <gary.opela....@tinker.af.mil>: > 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. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
