Is there a way to release locks on CA Service Desk Manager (SDM) tickets when they are being edited by another user?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Customer has the following scenario:

1. End users open their tickets in SDM.
2. Next, they edit their tickets, but don't save them. They keep in Edit mode.
3. There are some SLAs which have a 15 minutes expiration time.

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?

Environment

CA Service Desk Manager R12.9, R14.1Advanced Availability or Conventional mode

Resolution

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.

Additional Information

For more information on CANCHK parameter refer to: TEC494028