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Problem with registretions Service Calls in Service Pages

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Adam Karpinski
Valued Contributor.

Problem with registretions Service Calls in Service Pages

Hi,

Same of our users gets error while adding new Service Calls. When they clicked Submit the message "Item cannot be saved, because another user has changes it after you opened it" cames up.

Best Regards
Adam
6 REPLIES
Mark O'Loughlin
Acclaimed Contributor.

Re: Problem with registretions Service Calls in Service Pages

Hi,

the first thing that comes to mind is what rules have you running for Service Pages. Is there a DB rule modifying the call as well that could be interfering?
Eng.NM
Honored Contributor.

Re: Problem with registretions Service Calls in Service Pages

hello

yes Mark is absolutly right, different DB rules (and mixing them with the UI rules), could make this problem to happend so please check the rules for the service calls or any related rule that can change in the service call form.

thanks
George M. Meneg
Acclaimed Contributor.

Re: Problem with registretions Service Calls in Service Pages

Hello,

This is not normal! To my knowledge, UI rules cannot be fired from Service Pages. DB rules are executed after the item is saved. This message should never appear on Service Pages!
menes fhtagn
Adam Karpinski
Valued Contributor.

Re: Problem with registretions Service Calls in Service Pages

Hi,

We have not made any changes of UI rules or the system and now there is two more users with this error message. See attachment.
Mark O'Loughlin
Acclaimed Contributor.

Re: Problem with registretions Service Calls in Service Pages

Hi,

is this message poping up when the users create NEW service calls or when opening EXISTING service calls?

Have you developed Service Pages in any way?

To see if it is a rule misbehaving (DB rule) switch on rule debug in the admin console and check the log files.

When the user clicks submit does it take long for the call to save or the error to appear. It may be possible that the call saves tot he database quicker that what you see on screen and then may fire a DB rule and cause the message to post back to the screen. This is unlikely but I did see an issue caused by the DB being updated quicker than the user interface and an "odd" issue happening.
Adam Karpinski
Valued Contributor.

Re: Problem with registretions Service Calls in Service Pages

Hi,

is this message poping up when the users create NEW service calls or when opening EXISTING service calls?

--- When NEW service call is created ---

Have you developed Service Pages in any way?

--- NO ---

To see if it is a rule misbehaving (DB rule) switch on rule debug in the admin console and check the log files.

--- Will try this ---

When the user clicks submit does it take long for the call to save or the error to appear. It may be possible that the call saves tot he database quicker that what you see on screen and then may fire a DB rule and cause the message to post back to the screen. This is unlikely but I did see an issue caused by the DB being updated quicker than the user interface and an "odd" issue happening.

--- Error message appear directly but the service call saves in Service Desk ---

Best Regards
Adam