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Confirming the case type locking setting

Suggest edit Updated on September 18, 2020

When you created your case types using the New Application wizard, you reviewed the case type settings for each case type. One of those settings is the locking behavior on the case, which affects concurrent access to cases.

Choose one of two types of locking:

  • A case is opened – allows one user at a time to open and work on a case.
  • An action taken on case – allows multiple users to work on a case at the same time.

Note: If you have already considered and set the locking behavior for each case type, you can skip this step.

Identifying the most appropriate lock setting for your application is important because it can affect the throughput of work in your application. For example, if user1 locks a case to work on it, then other users cannot work on the locked case until user1 unlocks the case or the lock expires according to the timeout period.

Contrary to this, if multiple users can work on a case simultaneously, the case content could be modified for one or more users while they work on the case. For example, assume that user1 is working on a case then user2 opens the same case a few minutes later. When user1 saves changes to the case, user2 is notified of the changes and is enforced to accommodate changes done by user1 in the case.

  1. In the explorer panel, click Cases.
  2. Click the first case type.
  3. Click Locking in the case-wide settings.
  4. Determine if the case should be locked when the case is opened or when an action is taken on the case.
  5. Determine the lock timeout period for this case.
  6. If you are certain at this point how locking should be handled for this case type, you can update this setting now.
  7. Repeat these steps for each case type.
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