Blocking request for editing by another user
Hi list How can I avoid simultaneous editing of the request by different users? Thank for advice ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Blocking request for editing by another user
Create a field on the form, and a button. The button will show Lock/Unlock. The basic premise will be that users can lock or unlock a ticket. If a ticket is unlocked, then the button will display Lock. If the ticket is locked, then button will display Unlock. If a user hits the Lock button, then their userid and a timestamp is placed in the field, then a commit changes is done. Now, they have control of the ticket. If the next user comes in and opens the same ticket, workflow that runs on window open or loaded will check to see if that field is empty. If it is not, and if the current user is not the user in the field, then remedy knows the ticket is locked, and will present the user a message to inform them that XXX has locked this ticket on YYY date/time. The active link will also change most/all of the fields to read only. You will also need to have a group of people that can force an unlock, in the event someone has gone home leaving a ticket locked. You might also create an escalation that will go through each night and unlock tickets that have been locked for XXX number of days. Also, whenever a ticket is moved into your terminal status, be it fixed, resolved, closed, whatever, then you will need to unlock it so your normal workflow that works with closed tickets will work properly. Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ 405 739 7006 x30043 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Andrey Sent: Wednesday, July 29, 2009 8:33 AM To: arslist@ARSLIST.ORG Subject: Blocking request for editing by another user Hi list How can I avoid simultaneous editing of the request by different users? Thank for advice ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Blocking request for editing by another user
Thanks for reply Gary, another words - BMC does not provide a standard way to solve this problem? 2009/7/29 Opela, Gary L CTR USAF AFMC 72 CS/SCBAH gary.opela@tinker.af.mil: Create a field on the form, and a button. The button will show Lock/Unlock. The basic premise will be that users can lock or unlock a ticket. If a ticket is unlocked, then the button will display Lock. If the ticket is locked, then button will display Unlock. If a user hits the Lock button, then their userid and a timestamp is placed in the field, then a commit changes is done. Now, they have control of the ticket. If the next user comes in and opens the same ticket, workflow that runs on window open or loaded will check to see if that field is empty. If it is not, and if the current user is not the user in the field, then remedy knows the ticket is locked, and will present the user a message to inform them that XXX has locked this ticket on YYY date/time. The active link will also change most/all of the fields to read only. You will also need to have a group of people that can force an unlock, in the event someone has gone home leaving a ticket locked. You might also create an escalation that will go through each night and unlock tickets that have been locked for XXX number of days. Also, whenever a ticket is moved into your terminal status, be it fixed, resolved, closed, whatever, then you will need to unlock it so your normal workflow that works with closed tickets will work properly. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Blocking request for editing by another user
No. The standard way is that multiple people can check out copies of the original. The problem with that is that the first person to save changes to their copy updates the original without updating the other copies. That means that subsequent users saving their copies will see a message asking them if they want to basically overwrite the first person's changes with their own. I think you already see the potential problems with that. My personal preference would be to work on the business practices around assignments and group memberships to minimize the incidence of duplicate modifiers of the same record. Rick -Original Message- From: Andrey lice...@gmail.com Date: Wed, 29 Jul 2009 17:03:46 To: arslist@ARSLIST.ORG Subject: Re: Blocking request for editing by another user Thanks for reply Gary, another words - BMC does not provide a standard way to solve this problem? 2009/7/29 Opela, Gary L CTR USAF AFMC 72 CS/SCBAH gary.opela@tinker.af.mil: Create a field on the form, and a button. The button will show Lock/Unlock. The basic premise will be that users can lock or unlock a ticket. If a ticket is unlocked, then the button will display Lock. If the ticket is locked, then button will display Unlock. If a user hits the Lock button, then their userid and a timestamp is placed in the field, then a commit changes is done. Now, they have control of the ticket. If the next user comes in and opens the same ticket, workflow that runs on window open or loaded will check to see if that field is empty. If it is not, and if the current user is not the user in the field, then remedy knows the ticket is locked, and will present the user a message to inform them that XXX has locked this ticket on YYY date/time. The active link will also change most/all of the fields to read only. You will also need to have a group of people that can force an unlock, in the event someone has gone home leaving a ticket locked. You might also create an escalation that will go through each night and unlock tickets that have been locked for XXX number of days. Also, whenever a ticket is moved into your terminal status, be it fixed, resolved, closed, whatever, then you will need to unlock it so your normal workflow that works with closed tickets will work properly. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Blocking request for editing by another user
Hello Andrey, Set up a flag that gets updated with a direct SQL with the LoginID of the person who first opened the ticket, the moment the first person opens the ticket for editing, and display a warning that the ticket is being edited by another user if some other user opens the same ticket.. Reset this flag to null the moment the first user closes or saves the ticket. That may be the quickest and dirtiest way of doing it. Joe From: Andrey lice...@gmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, July 29, 2009 9:32:44 AM Subject: Blocking request for editing by another user Hi list How can I avoid simultaneous editing of the request by different users? Thank for advice ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Blocking request for editing by another user
Misi has something as well. http://www.rrr.se/en/products/rrrlock.html There's a flowchart there that will give you the general idea. Thad Esser Remedy Developer Did you ever wonder why we had to run for shelter when the promise of a brave new world unfurled beneath a clear blue sky? - Pink Floyd | | From: | | --| |Joe DeSouza joe_rem...@yahoo.com | --| | | To:| | --| |arslist@ARSLIST.ORG | --| | | Date: | | --| |07/29/2009 08:14 AM | --| | | Subject: | | --| |Re: Blocking request for editing by another user | --| | | Sent by: | | --| |Action Request System discussion list(ARSList) arslist@ARSLIST.ORG | --| ** Hello Andrey, Set up a flag that gets updated with a direct SQL with the LoginID of the person who first opened the ticket, the moment the first person opens the ticket for editing, and display a warning that the ticket is being edited by another user if some other user opens the same ticket.. Reset this flag to null the moment the first user closes or saves the ticket. That may be the quickest and dirtiest way of doing it. Joe From: Andrey lice...@gmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, July 29, 2009 9:32:44 AM Subject: Blocking request for editing by another user Hi list How can I avoid simultaneous editing of the request by different users? Thank for advice _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
