Managing concurrent access to a case
For greater efficiency, set a locking strategy for parent case types to
reduce the risk of losing updates to cases that users make simultaneously.
For
example, in a case of reviewing insurance claims, you can lock a case to ensure that nobody can
move a case to the next stage until a customer service representative (CSR) provides all data
necessary for a case resolution.
You can provide one user or multiple users with a concurrent case access. To maintain transaction integrity in both parent cases and child cases, enable one user to make data updates. 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. If multiple users need to open and review cases simultaneously but do not have to update the cases, allow multiple users to access a case.
Note: Only parent
case types support this option.
- In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
- On the Settings tab, click Locking.
-
In the Access strategy to open and work on a case section, select
one of the available locking strategies:
Choices Actions Only one user can access a case - Select Allow one user.
- Optional:
To adjust the timeout to your needs, in the Time out value
timeout duration mins. field, enter how many
minutes a lock remains on a case.
The default value is 30.Result: Your application locks the case for a timeout duration or until the user submits or closes the case.
Multiple users can access a case simultaneously -
Select Allow multiple users.
Providing multiple users with access to a case is necessary if you want users to access cases offline.Result: Your application preserves the changes that the first concurrent user makes. All other users who work on the case receive notifications and must review the changes before they can submit their own updates.
- Click Save.