Set a locking strategy for parent case types to reduce the risk of losing updates to
cases that users make simultaneously.
In most configurations, use the default locking strategy to preserve transaction
integrity among cases. If you do not use default locking, you can lose work when other users
perform such tasks as bulk processing or escalation actions in a service-level
agreement.
-
In the navigation panel of Dev Studio, click Case types, and then click the
case type that you want to open.
-
On the Settings tab, click Locking.
Note: Only parent case types support this option.
-
Select one of the available locking strategies.
- To allow one user at a time to work on a case, click Allow one
user.
This default strategy locks the case for 30 minutes or until the
user submits or closes the case.
Use this approach to enable data updates and to
maintain transaction integrity in both parent cases and child cases. For example, the
parent case can contain properties that count or total values in the child case.
Locking both parent and child cases at the same time helps to keep the counts or
totals in sync.
- To allow multiple users at a time to work on a case, click Allow
multiple users.
This strategy preserves the changes that the first
concurrent user makes. All other users who are working on the case receive
notifications and must review the changes before they can submit their own
updates.
Use this approach if multiple users need to open and review cases
simultaneously but do not have to update the cases.
- Optional:
To change the default timeout value of 30 minutes, in the
Access time out value is field, enter a number.
-
Click Save.
The locking strategy is applied to new and existing
cases.
If you have different concurrent-access requirements for
descendants of a parent case, override the locking strategy in the relevant child case types.
For more information, see Overriding the locking strategy of a child case.