Exclusive lock

[chsandi]

When a support team member opens a ticket, they should get a message at the top of ticket, if this ticket is already being opened by someone else for editing. If the ticket is not opened by anyone else, they should not see any message.

Presently, multiple support team members can open same ticket and update details, and in the process overwrite each other's work.

ServiceNow should lock a ticket (as read-only) if it is already opened by one user, so that other users see that ticket in read only mode.

If anyone knows plz let me know. Its urgent

[Ulrich Jugl]

Chapala,

I have heard this request a couple of times and often times I think it is more about understanding the collaboration idea in ServiceNow. With ServiceNow Connect and the Collaboration features like Presence and the instant update with record watcher, two support team members can work on one ticket at a time without overwriting each others changes. If two people are active on a record, you see if they are typing (e.g. in additional comments or work notes) and you have their presence information in the grey top bar of the record.

What is the exact business need to lock down a record for exclusive edit?

[chsandi]

Please provide script if you have.

if one person working on one ticket, then the other should not be able work on same ticket

[Ulrich Jugl]

As written before, I never had to implement such a limiting solution. Rather then implementing it technically (and taking over legacy functionality of old tools), it is about teaching how ServiceNow and Collaboration on a record can work.

If you had to implement, you could think of revoking write access (with an ACL) to people which are not the assigned to. In addition, you could add a button "Assign to me" which would change the assigned to of the record to the current user. But still, this has some drawbacks with multiple people working on the record. Just assume person A starts to edit the record, then person B comes in and reassigns the record to him. With this action, person A would loose write functionality and a potential update would be aborted.

I highly encourage you to challenge this requirement and come up with a more collaborative solution then this functionality limiting the power of the platform.

[Inactive_Us1474]

You can use the acl to restrict the other user and allow only the person who is the assigned to or a member of Assignment Group to edit the record.

Connect and Collaboration feature does let know who the person if the user is viewing the record.

Access control list rules