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Idea

    88 liked this

    [Not Planned] Lock Incidents for Edit
    Idea posted July 16, 2009 by SCSpecialist, last edited February 5, 2016 by Kent SwartzWhiz, tagged Agent Desktop 
    356034 Views, 36 Comments
    Title:
    [Not Planned] Lock Incidents for Edit
    User Story / Description:

    Currently, when an incident is being edited,  it is not locked.

     

    Suggest:

    Lock incidents when being edited, so that other users are unable to edit till current editing is completed and saved.

    Comment

    • Matthias Hintner

      Definitely supporting this

      A pop-up box notifying the agent that the incident is already open is a good step and definitely needed the most.

      Second step could be also a "Notifiy" function on the pop-up, where you can notify the other agent that you want to edit that incident as well (like you find it in Microsoft word for shared documents).

      Matthias

    • Sebastiaan

      I  thought I will just point you guys towards http://communities.rightnow.com/posts/feb5cf89d6 were I explained an incident lock and or popup message option.
      It can be acomplished with workspace rules.

    • David Strong

      I am a bit surprised that Oracle has this listed as Not Planned when it has 87 likes 355938 Views 32 Comments, with mine, 33 comments.
      Oracle, PLEASE re-consider doing something that will help us that do not always use the Fill feature as we have cases that are high profile that need to be worked urgently and there are a few agents that could open the ticket and start to work it at the same time.

      The other options to use rules to assign to an agent are not ones that will work for all. The way it is now, if more than 1 agent is working an incident, we are wasting time and resources and then end up looking silly to our clients when we send more than 1 message. If those messages are not worded the same way or are different, that is a whole other issue, but would be prevented if we had a locking option or a warning message of some sort. 

      I am not a fan of a pop-up warning as users can dismiss that. I would like to be able to show on the workspace that it is open for editing by another user and list that user(s) name so that the additional agent(s) know who is already working an incident. This would be a HUGE help to many of us.

    • Sebastiaan

      Hi David.

      The reason is most likely because it is already posible with a few workspace rules.
      If you have the assign incident field on your workspace then this will indicate who has the incident assigned (who created the lock)

      Pop-up is optional, the rule would just lock the thread and other field of your choice (or a complete lock by making the editor read only)

    • David Strong

      Sebastiaan, While I understand that if we use the rule as you spelled out, this would work, but in many cases, this is not practical. There are times that an incident will be opened to view it only and if it assigns to them and they cannot work it for whatever reason, then there would have to be more rules to wipe that assigned out. 

      It seems like since there is a transaction table that shows history of actions, that we should be able to pull an agents name into the workspace and visually show that they opened the incident.

    • Sebastiaan

      Hi David

      There are times that an incident will be opened to view it only and if it assigns to them and they cannot work it for whatever reason, then there would have to be more rules to wipe that assigned out. 

      That is correct. I myself have the first customer thread entry in the "My incidents" report available so that the agent can preview the content by hoovering over a speech bubble icon (attached) without having to open the incident. But I understand what you mean.

      Syntax: first(threads.note, threads.entered, threads.seq)

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