Overriding the locking strategy of a child case

To meet your unique business needs and customize the way that your application manages concurrent updates to child cases, override a child case locking strategy. By default, a child case inherits the locking strategy from its parent case. When you customize the locking strategy for child case types, you deliver a flexible application and speed up case resolution. For example, you can create a parent case type that represents reviewing an insurance claim after a car accident, and a child case type that processes vehicle damage. You can configure locking on the parent case type so that only one user can access it at a time. Then you can override the locking strategy and allow multiple users to edit the child case type so that multiple customer service representatives (CSRs) can work simultaneously on providing information about the vehicle damage.
Before you begin: Create a case type hierarchy. For more information, see Creating a child case type.
  1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
  2. On the Settings tab, click Locking.
  3. Customize the locking strategy:
    Choices Actions
    Allow multiple users to access a child case type when only one user can access a parent case type Select the Allow other users to access parent case when the child case is opened check box.
    Change the default timeout duration In the Time out value timeout duration mins. field, enter how many minutes a lock remains on a child case.
    Tip: Enter a timeout value for the child case that is lower than the timeout value of the parent case.
  4. Click Save.