Just putting thi sone out there to see how everybody has dealt with this issue.
We are currently looking to go live with the self service portal and came accross a bit of an issue in that if an end user logs a call through the portal and hit save but doesnt come out of the portal our Service Desk cannot log the call due to the locking policy. Bit of a problem as we cant be guaranteed that the end users will logg calls and come out or leave it open and forget about it.
Is there a way round this? or is it just a case of educating the end user.
You could keep a locking policy but set it so that analysts can still add notes, assign etc. They would not be able to change attributes on the main form though. Optimistic locking but change the system settings to allow other acitons.