Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

Merge Impossible error

SOLVED
Go to solution
Highlighted
ps_angel
Super Collector

Merge Impossible error

We permanently get error message like â merge impossibleâ . I would like to describe the situation:

In Workorder (WO) and ServiceCall (SC) we made custom field (History Log) to log all engineers action in resolving the SC and WO. Every action engineer must write in the Solution field. When the SC is saved Solution is cut and pasted to History Log by UI rule.

We also want the Solution written in WO to be copied to related History field of the SC. To do this we made DB rule and when WO is closed it updates the History log of the related SC.



I usually open SC and in it open WO. Then I update WO, close it, then close SC. When I try to close the SC I get error message (the example see in the attach). It looks like there are 2 different updates of a SC, one - from WO, the other from the system.



Could you point me where I am wrong?
5 REPLIES
Dan Ioan
Frequent Visitor
Solution

Re: Merge Impossible error

Hi,
How many chars do you have in your custom field?! Are enaf to cover all merged solutions?
Regards,
Dan
ps_angel
Super Collector

Re: Merge Impossible error

The custom field "History log" is a string 4000(long text).
Dan Ioan
Frequent Visitor

Re: Merge Impossible error

Hi,
If I understood well, you are using just one WO assigned to all action engineer? In this case do you have the trust that information mentioned in Solution field is not modified by other during change process? Actually, you can use and assigned directly that service call without WO.
A better solution is to create WO for each specialist involved in a change and base on successor/predecessor structure to create a simple DB rules to append info in Solution field until last WO. Doing this you will have:
1. A better track of work for each action engineer.
2. Automatic update CMDB using "planned status" facility of WOs
3. guarantee that info recorded in Solution can't be modified after WO has been closed.
Could this help you?
Best regards,
Dan
Robert S. Falko
Honored Contributor

Re: Merge Impossible error

Hello,

We have also seen this problem (that is, merge error when saving after an update via UI rule) since we upgraded to SP 18. Unfortunately, no solution yet. What version are you using?

-Josh
ps_angel
Super Collector

Re: Merge Impossible error

1. I am shure tnhat no another users conecting to HPOV, but problem is not dispared..

2. HP OVSD 4.5 sp 18
//Add this to "OnDomLoad" event