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Overriding the locking strategy of a child case


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To meet your unique business needs and customize how 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. You can then override the locking strategy and allow multiple users to edit the child case so that multiple customer service representatives (CSRs) can work simultaneously to provide information about the vehicle damage.
Create a case type hierarchy. For more information, see Creating a child case type.
  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. Customize the locking strategy:

    Choices Actions
    Allow users to access a parent case when another user works on a child case 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 time-out duration mins. field, enter how many minutes a lock remains on a child case.
    Enter a time-out value for the child case that is lower than the time-out value of the parent case.
  4. Click Save.

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