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

Document ID : KB000004564
Last Modified Date : 14/02/2018
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Issue:

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:
CA Service Desk Manager R12.9, R14.1Advanced Availability or Conventional mode
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: TEC494028