If possible, how does one lock an open "ticket" in ServiceNow?

[planica1]

This is for ServiceDesk, if one tech has a tech open and before he assigns it to himself is there a way to "lock" a ticket?

[Inactive_Us1976 · Accepted solution]

The way we deal with this is using the (I Believe) OOB script that notifies others when the ticket was updated prior to their update.   A pop-up comes up telling them the ticket was updated.   At the same time, our method is to assign a ticket to ourselves prior to working on it.   This is made easy by an "assign to me" button.   So a staff member goes into an unassigned ticket, clicks the button, then works the ticket.   This way, they aren't working the ticket while someone else is.   If you try to click the button after another person (but opened up the ticket prior to them), it will pop-up and tell you that XXXX person has edited the ticket, do you want to override it?

[CarVoi]

I think a good way is to use an UI Policy:

Condition: "Assigened to is empty"

UI Policy Actions for all fields to make field read-only.

[danielbilling]

SNC guru has a good post: » How to Perform a Simultaneous Update Alert Check in Service-now