Tools

Multiple users can simultaneously edit a ticket

This article describes how to allow, warn, or restrict more than one user to edit a ticket at the same time.

First published date

10/18/2018 9:08 AM

Last published date

9/29/2022 3:59 PM

Overview

Two or more users can edit a ticket at the same time. 

Product section

Web Help Desk

Resolution

Configure Web Help Desk to allow or disallow simultaneous ticket editing. 

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Tickets > Options.
  3. Under Tech Options, locate the following field:
    When an attempt is made to edit a ticket already being edited in another session
  1. Select the appropriate option.
    Select Allow to allow multiple users to edit a ticket at the same time without any warning.
    Select Warn to display an alert message when you edit a ticket that is being edited.  
    Select Block to allow only one user to edit a ticket at a time. 
  2. Click Save.