Timeout on service call "locking"?

[Thud23]

Can anyone tell me if there is a way to modify the time a service call is "locked" by a user which then generates the "notify when item is currently edited by another user" popup?

I have the following scenario occurring.

If a user has a service call open for a long time (eg 20 minutes + ), and then another user opens the same service call, they no longer receive the popup advising the original user has it open. It's as if HPSD forgets the original person still has the service call open.

Thanks for any advice / assistance.

[Err]

It looks like what happened is that the firt's user session timed out, this automatically released the lock on the ticket, hence the second user was able to edit it.

I would expect that, if the second user edits and saves the service call, once the first user re-activates its session, it will receive a message that the sevice call have been modified.

Regards;