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?
CA Service Desk Manager R12.9, R14.1Advanced Availability or Conventional mode
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: TEC494028