The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Cases Being Edited Utility

This utility allows you to view and clear the Edit Flags on individual cases, or to clear all Edit flags as a batch. The Edit Flag is what allows Emplifi Agent to warn a user that another user is already editing a case. This feature can be turned on or off by setting the Concurrently Open Case option in the case configuration settings.

When this option is turned on, each time a case is opened by a user in Emplifi Agent, a flag is set on the case indicating that it is being edited. Normally, the flag will be cleared when the Case Window is closed. Sometimes however, the flag may not get cleared correctly. Any abnormal close (such as an application freeze) could leave the flag set improperly.

To access the Cases Being Edited Utility:

From the Application Function Bar, select Utilities Case Utilities Cases Being Edited.

View and Clear Individual Edit Flags

To view the active edit flags:

In the Mode field, select Interactive.
Click the Run button on the banner.

The Results tab will list one row for each case that the system shows as currently being edited. It includes the date and time that the case was opened, as well as the name and ID of the user who opened it.

If you check with the indicated user and determine that the case is no longer open, you can manually clear the edit locks.

To clear active edit flags:

Select the row or rows that you want to clear.
Click the Delete button on the banner. The system prompts you to confirm the deletion.

Clear Edit Flags as a Batch

To clear a batch of active edit flags:

In the Mode field, select Batch.
In the Hours Old field, enter the number of hours it has been locked for editing. For example: if you enter 24, the system will search for all cases that have been locked for 24 hours.
Click the Run button on the banner. A message will display the number of active edit flags that were cleared.

Note: When clearing in Batch mode, you can save this utility as a favorite and schedule it to run in the background.

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