Just a few thoughts. IMHO, The only way to do this is with ARS Permissions.
Provide a field that allows any support person to "take control" of the ticket via a "Support Group". Have that button set field 112 (or some other dynamic access control group in the record) to include their user name. If your business logic only allows one person to be in the field at a time then only set the field if it is null. (And allow for a second "Support group" to be able to overwrite the field so that you do not need to get a call to fix records that are "locked by someone who has already left for the day".) And save the record. THEN add an active link on "un-display", when $USER$ is in the field, that will clear the field and save the record. (or does a push to the record to clear the field. Also, ONLY give change access to this dynamic group so that a user HAS to be in that field before they can change any field on the form. (or add a filter that checks for a non NULL dynamic group and $USER$ as being in that dynamic group before it will allow the modify.) I think that should get the job done for you. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 12/14/06, Angelina B Mora <[EMAIL PROTECTED]> wrote:
** Hello everyone! I was wondering if anyone has created a "checking out system" on Remedy tickets, to prevent 2 support techs from updating the same ticket at the same time? If so, can you please tell me how to do this? We are currently running Help Desk V. 5.0 and AR System Server 6.01. Thanks for your help!! Angie Mora Idaho National Laboratory 208 526-3535 [EMAIL PROTECTED] __20060125_______________________This posting was submitted with HTML in it___
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