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.
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