Manage Ticket Locks

This article contains the following topics:

When an analyst or an administrator opens a ticket for editing, the ticket becomes locked (read only) for other users. The lock icon appears against the ticket in the Tickets list on the Ticket Center workspace. The Ticket Details view displays a lock icon with the user id of the current user working on the ticket. A ticket lock prevents other users from updating a ticket while an analyst is working on the ticket. An administrator can view the list of all locked tickets and can unlock them.

Considerations

Other users cannot modify a locked ticket.
Copy to New, Print, and Update Worklog are the only actions that are allowed on the locked ticket.
The end user can add a worklog to the ticket only after it has been unlocked.
The ticket lock gets released automatically when the user does any of the following actions:
- Navigate away from the Ticket Center workspace.
- Close the Ticket tab.
- Execute a workflow action that closes the Ticket tab.
- Log out.
- End the session.

Managing Ticket Locks

As an administrator you can view the list of all locked tickets. You can release the lock on a ticket if necessary.

Follow these steps:

Navigate to MANAGE, ADMINISTRATION, Tools, Manage Ticket Locks. You can view the list of locked tickets.
Click Remove to unlock the ticket.