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Managing concurrent access to a case

Updated on April 5, 2022

Set a locking strategy for parent case types to reduce the risk of losing updates to cases that users make simultaneously.

In most configurations, use the default locking strategy to preserve transaction integrity among cases. If you do not use default locking, you can lose work when other users perform such tasks as bulk processing or escalation actions in a service-level agreement.
  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.
    Note: Only parent case types support this option.
  3. Select one of the available locking strategies.
    • To allow one user at a time to work on a case, click Allow one user.

      This default strategy locks the case for 30 minutes or until the user submits or closes the case.

      Use this approach to enable data updates and to maintain transaction integrity in both parent cases and child cases. 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.

    • To allow multiple users at a time to work on a case, click Allow multiple users.

      This strategy preserves the changes that the first concurrent user makes. All other users who are working on the case receive notifications and must review the changes before they can submit their own updates.

      Use this approach if multiple users need to open and review cases simultaneously but do not have to update the cases.

  4. Optional: To change the default timeout value of 30 minutes, in the Access time out value is field, enter a number.
  5. Click Save.
Result: The locking strategy is applied to new and existing cases.What to do next: If you have different concurrent-access requirements for descendants of a parent case, override the locking strategy in the relevant child case types. For more information, see Overriding the locking strategy of a child case.
  • Overriding the locking strategy of a child case

    To meet your unique business needs and customize how your application manages concurrent updates to cases, override a child case locking strategy. By default, when the child case is open, an application puts a lock on a parent case. When you override the locking strategy of a child case, users can update the parent case even if the child case is open. As a result, users can resolve work faster and more efficiently.

  • Previous topic Packaging rules and data that contain field-level auditing information
  • Next topic Overriding the locking strategy of a child case

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