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SR's not closing properly until next SR Opened (SD 4.5 SP20)

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PeterGray
Trusted Contributor.

SR's not closing properly until next SR Opened (SD 4.5 SP20)

Hi,

I have an issue with heavy users of OVSD (Service Desk Staff) experiencing problems with SR's not closing after being registered or modifiedfor them until another SR is opened. New SR's are being registered but the SR window for the call is not closing. If another SR is opened that SR takes the window of the first SR & the first SR is then closed.

Previous workrounds ie. clearing cache & re-creating a new user.dat file have not made any real difference.

All suggestions/ideas welcome.

Thanks,

Peter
2 REPLIES
JaS_4
Acclaimed Contributor.

Re: SR's not closing properly until next SR Opened (SD 4.5 SP20)

Have you tried renaming the whole SD client data folder eg. C:\Documents and Settings\\Application Data\Hewlett-Packard\OpenView\Service Desk\ to Service Desk Old in case more than 1 dat files are corrupted. Logon again and a brand new default service desk folder will be recreated.
Marc Falzon
Valued Contributor.

Re: SR's not closing properly until next SR Opened (SD 4.5 SP20)

Ive tried JaS' resolution and it didnt solve the issue for me. Ive only ever had temporary fixes with this issue. It seems to be some what based on how the server is running. If service calls are opening slow (sometimes found to be caused by fields not on a form) then the service requests will sometimes hang and not go away as explained by peter.

If anyone knows permanent solutions, im all ears.