There may come a time when you'll need to edit a Customer Recovery issue. Issue information becomes locked once you have created a new issue. To unlock the information so that you can perform any edits...
1) If the issue is Unrecovered, set the issue to Recovered and tap Save at the top-right. If the issue is already Recovered, skip this step.
2) In the Recovered issues list, tap on the issue you'd like to unlock.
3) Tap Unlock at the top-right of the screen.