Record Locked

In order to protect against the situation where more than one User attempts to make changes to the same Record (Case/Problem/RFC) at the same time, a Record will be locked once it is opened for updating by a User.
If the Record is locked, the locked icon () will be displayed next to the Record listing in the Main Window, and any attempt to update that Record will result in a message "This record is currently locked" being displayed.
The Record can still be viewed in 'Read-Only' mode.

Users with permission can unlock records by selecting Unlock Records from the Tools icon in the Navigation Sidebar.

If a User finds that a Record is locked by them, but they do not have it open and therefore can't access it, they can unlock their own Record by clicking on the padlock icon () that is displayed next to the Record.

Q: How do I know who has the Record "locked"?
A: By moving your mouse over the padlock icon () the name of the User with that Record open will be displayed.

Q: Can I still view the Record?
A: Yes, you can view a Read-Only version.