Unlocking Submitted Calls
By default, submitted calls are locked to preserve data integrity and prevent inadvertent or unauthorized changes. To delete calls or to enable users to edit submitted call information, individual calls can be unlocked by users with the appropriate permissions, typically business admin users.
Who can use this feature?
- Business Admin Users — Browser
- Unlocking Submitted Calls
- Users do not require an additional license
Configuring Unlocking Submitted Calls for
Business Admin Users
To configure this feature:
- Ensure Configuring Call Reporting is complete.
- Navigate to Admin > Users & Groups > Permission Sets.
- Select the appropriate permission set.
- Navigate to Objects > call2__v > Object Field Permissions.
- Grant Edit field permission to the unlock__v field on the call2__v object.
Only grant permission for the unlock__v field to the appropriate business admin users. Do not grant any level of field permission to users who are not expected to unlock calls, including Read permission.
- Navigate to Admin > Configuration > Objects > call2__v > Layouts.
- Place the unlock__v field in the buttons__c section control on the appropriate call2__v layouts.
Ensure users unlocking calls have Edit permission to the Submitted state in the Call Lifecycle.
Unlocking Submitted Calls as
Business Admin Users
To unlock a call, select the Unlock button from the All Actions menu on a submitted call report. The call report reverts to Saved status. Business admin users can modify or delete the call report after unlocking the record.
Overriding Locked Calls for Integration and Data Loading
Non-admin users may need to make changes to locked call reports for data loading or when using integrations. The override_lock__v field on the call2__v object allows non-admin users to make changes to a call report without first unlocking the record. By default, the override_lock__v field is disabled for all users.
To enable non-admin users to override locked call reports, grant the appropriate users Edit permission to the override_lock__v field on the call2__v object.
To override a locked call report, select the override_lock__v checkbox on the appropriate records. When the override_lock__v checkbox is selected on a record, changes are written into the locked record.
