If a ticket is opened by another user when you open it, the system will let you know this by posting a message. However both users can still change it.
If you want to lock the ticket so another user can view
the content, but not make any changes when opening the same, click the lock icon
in the ticket form. You
get a message in upper right corner that ticket is locked by you. This works
both in View and Edit mode. At the top of ticket form the lock is indicated by
color mark on lock icon and a text information with information which user has
locked it:
When other users opens the ticket they will get information in text above and the color mark of the icon. They cannot do any changes, e g save comments, change status, insert links to other tickets, CI or KB article, create tasks and worklogs, etc.
All agents can unlock tickets they have locked themselves. Click the lock icon again. You get a message that ticket is unlocked and the color mark on icon is switched off. If you had the locked ticket opened in Edit mode you need to close down and reopen the ticket form to unlock all ticket fields.
Agents can have permission to unlock tickets that other agent has locked. This is a permission setting on agent role.
Note that the ticket lock is valid only in Agent Portal. End user that opens ticket on Self Service Portal can add comments and link CI also when an agent has locked the ticket.
Within Entity locks history action, there is a possibility of historical review of changes to this action. In fact, within the ticket lock remark, you can get a display of all ticket unlocking/locking by users, as well as the time of the action and the accompanying remark message that can be left when performing one of those two actions.
