Locked Assignments

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Locked Assignments

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[ul][li][b]Scenario: [/b][/li][li]A call comes in from a client [/li][/ul][ul][ul][li]Rep started doing survey[/li][li]Tech support team was troubleshooting an issue with there device - told Rep we are going to have the client call back in so dont complete the survey[/li][li]Rep accidentally exited the survey via closing out the browser (instead of exiting properly)[/li][li]Lock stayed in place[/li][li]The client called back in and the rep couldnt open the survey again - same rep - because it was locked by her[/li][li]The timer on that improper request is an hour (which seems excessive) Now we did set to an hour because of a problem that we were having on a different flow - apparently though that is a global setting[/li][li]But most applications if its the same rep opening would unlock it because how could this rep have it open twice?[/li][li]There is probably a way could design the flow or change could make in the system OR in these survey cases it would never happen that two reps have open at the same time in the same survey could we just not have the lock at all?[/li][/ul][/ul]

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[font=Roboto, Arial, Helvetica, sans-serif]The lease on the assignment can be broken with the Break Lock step under Integration > Internal Services > ObjectLockService. I have created an example of a Configuration Extension for Assignments that adds a Break Lock action that only appears when an Assignment is leased. It can be modified to only allow the assignee to have access to this action as well. Feel free to import, review, or modify it at your convenience.[/font]