When Tickets are Locked While Open

Because the Unlock RO toolbar button allows users to unlock tickets, you may experience a situation where another user unlocks a ticket that you have open on your screen.

What happens depends on whether the ticket window is open on your screen or open in the background.

• If the ticket is open on your screen, there is no difference until you attempt to make a change, such as clicking another tab, clicking a catalog, opening a part or labor, etc.

  When you attempt to make a change, a prompt appears notifying you that the ticket was locked by another user.

  

• If the ticket is open in the background, the same lock prompt appears when you click anywhere on the ticket to restore the window or bring it forward on the screen.

  

When you click OK on the prompt, the ticket window is locked.

At this time, you can reach out to the person who broke your lock to find out what is going on and how you can work together.