Unlocking Tickets

When you open a locked ticket, an Unlock RO button appears in the ticket toolbar. You can click this button to unlock the repair order, estimate, or quote.

The Unlock RO toolbar button is at the very end of the toolbar, so may need to click the down arrow at the end of the toolbar to see the button.

Unlock RO Security Prompt

When you click the Unlock RO toolbar button, a security prompt appears telling you

• The ticket is locked.
• The date and time the ticket was locked.
• The user who locked the ticket.
• The workstation where the ticket is open.

NOTE: This prompt essentially repeats the information in the title bar.

When you open a ticket that is locked, R.O. Writer recommends that you check the title bar and contact the person who has the ticket open.

• If that person is not making changes, ask him or her to close the ticket window.
• If that person is making changes, ask him or her to finish those changes and close the ticket window.

When the ticket window is closed on the other machine, it is unlocked on your machine. You can open the ticket window to see the other user’s changes.

NOTE: Whenever you open a ticket window, the data on the ticket refreshes. You are always seeing the most current information when you first open the window.

To Unlock a Ticket

Sometimes you cannot find or reach the user who has the ticket open. In that case, you can unlock the ticket.

Complete these steps:

1. Open a ticket and see that it is locked.

2. Click the Unlock RO toolbar button . The prompt notifying you who has the ticket open appears.

   

   If the Unlock RO button is password-protected in Configuration, you are prompted to enter a password. Enter the password or find the person in your shop who has the password.

3. Click OK.

4. The ticket unlocks.
   • All fields and options become active again.
   • All data is refreshed and the new data appears on the ticket window.
     

Password-Protecting the Unlock RO Button

By default, there is no password protection on the Unlock RO button. You can add a security level to the Unlock RO button in Configuration.

R.O. Writer recommends adding a security level to the Unlock RO button to help manage who can unlock tickets. If everyone can unlock tickets at any time, you may find yourself with out-of-balance issues that prevent you from being able to finalize.

To Password-Protect the Unlock Toolbar Button

Complete these steps:

1. Open R.O. Writer Configuration .
2. Click Configuration menu > Security Levels.

3. Click the + sign for RO/Estimates.

   

4. Scroll down and double-click on the Unlock RO entry. The Edit Security setting for Unlock RO opens.

   

5. Type in the security level and click OK. The Unlock RO button is now password-protected at the level you set.

   

6. Click OK to close the setting.
7. The Unlock RO toolbar button is now password-protected.
   The next time someone clicks the Unlock RO toolbar button, the password prompt appears first.

The ticket cannot be unlocked until the correct password is entered.