Defining the locking strategy for a case type

You can set a locking strategy for a top-level case type to control how cases are accessed in your application. By using locking strategies, you reduce the risk of lost updates to a case when users are working concurrently.

1. In the Explorer panel, click Cases, and then click the case type that you want to open.

2. On the Settings tab, click Locking.

   Only top-level case types support this option.

3. Click a locking strategy.

   Options include:

   • A case is opened — Allows one user at a time to open and work on a case.

     This default strategy locks the case for 30 minutes or until the user submits or closes the case, whichever comes first.

   • An action taken on case — Allows multiple users to work on a case at the same time.

     This optimistic strategy allows the first user to submit the case to succeed. All other users who are working on the case are notified and must review the changes before they can submit their own updates.

4. Optional: To override the default timeout value, enter a number of minutes in the Release lock after field.

5. Click Save to apply the locking strategy to new and existing cases.

   Tip: Although the locking strategy is inherited, you can override it or specific parts of it by configuring the settings for each child case type that is a descendant of the top-level case type.

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