Established Member.. KH_Ng
Established Member..
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Lock on Escalation from interaction to incident

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Hi,

 

Is there any way I can put a lock during escalation so that only 1 user can escalate a same ticket at a particular time.

 

The problem now is that multiple operator are escalating the same ticket at once since no lock is implemented when there is no updates on data.

 

Thanks!

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Outstanding Contributor.. tomkool007 Outstanding Contributor..
Outstanding Contributor..

Re: Lock on Escalation from interaction to incident

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In the object type incident

 

use the locking tab

 

condition:lock.on.display in $G.sm.environment

 

check box both the parameter use locking and parent locking,

Best Regards,
Tom
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Outstanding Contributor.. tomkool007 Outstanding Contributor..
Outstanding Contributor..

Re: Lock on Escalation from interaction to incident

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In the object type incident

 

use the locking tab

 

condition:lock.on.display in $G.sm.environment

 

check box both the parameter use locking and parent locking,

Best Regards,
Tom
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Established Member.. KH_Ng
Established Member..

Re: Lock on Escalation from interaction to incident

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Hi tomkool,

I don't want to lock on view, i only want to lock the ticket only when there are 2 users trying to escalate a ticket.
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Absent Member.. indumathi_s Absent Member..
Absent Member..

Re: Lock on Escalation from interaction to incident

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Hi ,

 

Can you please let me know if you were able to achieve this functionality ?

is there any way to restrict two different agents to Escalate during escalation to incident ? 

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Absent Member.. indumathi_s Absent Member..
Absent Member..

Re: Lock on Escalation from interaction to incident

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The lock on view will only work if an agent has focussed the cursor on the field or has started editing. it doesnt work or else.

Can anyone please suggest what can be done ?

 

Thanks

Indu

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Absent Member.. indumathi_s Absent Member..
Absent Member..

Re: Lock on Escalation from interaction to incident

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I was able to achieve this by creating a new table and inserting the incident id into it on escalation. Based on the record present in the table, the Escalate button is hidden. two Agents will not be able to Escalate at onece.

once the SD is escalated, the record is deleted from the table.

 

Regards,

Indu

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Established Member.. navasoc
Established Member..

Re: Lock on Escalation from interaction to incident

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hi ,

 

i cant able to escalate the ticket frome interaction to incident , its only for one Affected service has getting this problem.

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