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Home > Success Center > Web Help Desk (WHD) > Ticket lock error displays when opening a ticket

Ticket lock error displays when opening a ticket

Overview

When a tech opens a ticket, the following error displays: 

Unable to obtain lock for Ticket <ticket number>

Environment

All Web Help Desk versions

Cause 

The Tech session timed out. 

Resolution

  1. Log in to Web Help Desk as an administrator. 
  2. Click Setup > General > Authentication.
  3. In the Authentication Settings page, do one of the following based on your preference. Click the tooltips for details:
    • Change the Tech Session Timeout (min) field value to a lower value.
    • Select the Disable Tech Session Timeouts for Open Windows.
  4. Click Save.


 

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