How to set up Record Locking for specific Object

Version 7

    Verified Product Versions

    Service Desk 7.6Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.xService Desk 2017.x

    Service Desk has the ability to lock a record that a user is working on to avoid changes being made from any other user at that time.

    There are a few different settings for this depending on the behaviour that you would be looking to have.

    Below is how you set this up and the different options that you have



    Please note!

    Locking will only be active on the relevant Object. For example, if you set up locking on your Incident Object, the Incident will only be locked when a user has the Incident launched. If the user closes the browser or navigate away from the Incident, this will release the locking.

    This will include moving to a Collection Action which will launch a new window belonging to a different Object. For example, if the user where to click the "Add Note" action, the user is no longer viewing the Incident, but is instead viewing a record on the Note Object and so the locking will be released.




    Select "Settings>System" from the top menu bar in Console, then expand the "Locking Policy Settings" section.




    Select a behaviour from the "Locked Object Action" drop down. There are 3 available and they are applied globally:


    No Access - No access is provided to the locked object.

    Read Only - Read Only access is provided to the locked object.  All fields are greyed out.

    Read Only With Optional Actions - Same as Read Only, except that the user can perform optional actions on the IPC that they would normally have access to, depending on the IPC status and their Group/Role privileges.


    At this stage you have specified the global locking behaviour, but a locking policy needs to be enabled on the objects, otherwise they will not lock when in use.


    Launch Object Designer and open the object you want to enable locking on, eg Incident, Problem, Change.


    In the Properties section under Details you will see a Locking Policy drop down.  This also contains 3 possible behaviours:



    None - No locking policy is applied to this object at all,

    Optimistic - This is the traditional, pre 7.3.x locking policy, where the system will let a user in to a record, but will prevent the user from modifying an attribute on that record that someone else is editing.  The Locked Object Action behaviour you set previously is not applied when this is selected.

    Optimistic With Warning - When a user tries to open a locked record a message is displayed, and access is granted at the level specified in the Locked Object Action setting.


    Select the setting appropriate to your needs and Save.




    An IIS reset may be required for the change to be applied in Service Portal and WebDesk.