Customer has the following scenario:
With that, the Analysts cannot start working on the case and meet the SLA.
They get error: AHD05021 ERROR RETURNED WHEN EDITING A TICKET
Is there a way to make the lock released so the Analyst can start working on the ticket?
Release: 12.9 or higher
Component: CA Service Desk Manager
This is not possible out of the box, as it would cause inconsistencies on the tickets editing/saving.
Using CANCHK option is not going to resolve the problem as well, because if a different user holds the record lock, then typically there will not be an option to clear the lock.
What could be adopted as a resolution is to reduce the session_timeout, but customer needs to evaluate his business needs in order to reduce this value.
For more information on CANCHK parameter refer to KB Article 52749