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Users "Employee" can edit ticket that are locked but informations aren't saved and no error messages are displayed.

Question asked by blav on Aug 20, 2018
Latest reply on Aug 24, 2018 by Paul_Coccimiglio

Hi all,


I found a problem with CA SDM (v17.0 OOTB, no customization), and my version that when Employees are editing a ticket and then click the link to the home page or back button of their browser the ticket still remain "Locked".

Actually when an analyst does that in CA SDM he will get the message starting by AHD05021 and eventually after 5 minutes the record will be available again for editing (usp_record_lock table in mdb or record_lock object in the schema).


I want to have something similar displayed when an employee and also be able to customize the content of the message and if it's possible clicking the "Home" link making the same action as "Cancelling modifications" and then redirecting to the home page.


I tried extracting the error message but was not able to get any $args.ERROR_MSG in Employee mode.


Thanks for you help !