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Managing concurrent access to a case

Suggest edit Updated on November 26, 2021

Improve efficiency of your business processes and ensure that users can bring a case to a successful resolution by setting a locking strategy for parent case types to reduce the risk of losing updates to cases that users make simultaneously.

For example, in an insurance claim review case, you can lock a case to ensure that the case can move to the next stage only after a customer service representative (CSR) provides all data necessary for a case resolution.
Note: Only parent case types support this option. However, all child cases inherit locking strategy from a parent case.

In most configurations, use the default locking strategy to preserve transaction integrity among cases. Without default locking, you can lose work when other users perform tasks such as bulk processing or escalation actions in a service-level agreement.

You can provide one user or multiple users with concurrent case access. Ensure that you adjust the locking strategy to your business scenario by considering the following factors:

  • To maintain transaction integrity in both parent and child cases, enable one user to make data updates. For example, the parent case can contain properties that calculate or sum up values in the child case. Locking both parent and child cases at the same time helps to keep the counts or totals in sync.
  • If multiple users need to open and review cases simultaneously without updating the cases, allow multiple users to access a case. Allow multiple users to update a case also in a scenario when a user needs to update a parent case shortly after updating a child case. In the background, the system locks a parent case for a short period of time after updating a child case, and if only one user can update a case, the system returns an error when the user updates the parent case.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Settings tab, click Locking.
  3. In the Access strategy to open and work on a case section, select one of the available locking strategies:
    ChoicesActions
    Only one user can access a case
    1. Select Allow one user.
    2. Optional: To adjust the time-out to your needs, in the Time out value time-out duration mins. field, enter how many minutes a lock remains on a case.
      The default value is 30.
      Result: Your application locks the case for a time-out duration or until the user submits or closes the case.
    Multiple users can access a case simultaneously
    1. Select Allow multiple users.
      Providing multiple users with access to a case is necessary if you want users to access cases offline.
      Result: Your application preserves the changes that the first concurrent user makes. All other users who work on the case receive notifications and must review the changes before they can submit any updates.
  4. Click Save.
Result: The locking strategy applies to new and existing cases.What to do next: If you have different concurrent-access requirements for parent case descendants, override the locking strategy in the relevant child case types. For more information, see Overriding the locking strategy of a child case.
  • Overriding the locking strategy of a child case

    To meet your unique business needs and customize how your application manages concurrent updates to cases, override a child case locking strategy. By default, when the child case is open, an application puts a lock on a parent case. When you override the locking strategy of a child case, users can update the parent case even if the child case is open. As a result, users can resolve work faster and more efficiently.

  • Locking stand-alone cases

    Ensure data consistency by defining a locking strategy that applies in scenarios when a case type is a stand-alone case, a child case, or a parent case. By configuring multiple locking settings at once, you ensure that your case type meets access and security requirements in every scenario.

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