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

Products

• CA Service Desk Manager
• 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

Release: 12.9 or higher
Component:  CA Service Desk Manager

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 KB Article 52749