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Locking records

You can lock a record that you are working on or records that are assigned to you. The duration of the lock is based on settings that your system administrator configures. However, you can choose to extend the lock duration five minutes before it expires.

  • If your system administrator has enabled automatic locking, the record that you are working on is locked, and no other users can edit it. Also, if you create a new record, the record is automatically locked by you.
  • If your system administrator has enabled manual locking, you can click Lock Record to lock a record while you are editing it.


     

Note

To lock a closed record, you must first reopen it.

Note the following important points about locking records:

  • You can lock a record only from the Remedyforce Console.
  • If you do not have the permission to update a record, you cannot lock it. For example, if you do not have permission to update a record that belongs to another queue, you cannot lock that record.
  • When a record is locked and your system administrator changes the settings from automatic lock to manual lock, after you reload the record, you must lock the record again.
  • When a record is locked, the Last Modified Date field of that record is automatically updated.
  • After you increase the lock duration, the updated lock duration is not shown after you reload the record. For example, say that you have locked a record for 30 minutes (configured by the system administrator). After 25 minutes, when you receive the lock duration expiry notification, you extend the lock duration as configured by your system administrator (another 30 minutes).
  • If a record has a locked record linked to it, and you close the original record and select the Close Linked <Incidents> check box in the Close <record> window, the locked record is also closed. For example, if a task record has a locked incident linked to it, and you close the task record and select the Close Linked Incidents check box in the Close Task window, the locked incident record is also closed.
  • If a a user locks a record through the Remedyforce Console, staff members can update the locked record from the following locations:
    • From Remedyforce Console list views you can perform the following action on locked records:
      • Multiple record update
      • Change owner
      • Delete
    • Incident Matching window
    • Out-of-of-the box actions available from the Actions menu
    • Salesforce page layouts (Incidents, Tasks, Problems, Change Requests, Releases, and Broadcasts tabs)

Related topic

Customizing the Remedyforce Console tab

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