The community will be in read-only from Tuesday 11:59pm (PST) to Wednesday 7:30am (PST)
The community will be in read-only from Tuesday 11:59pm (PST) to Wednesday 7:30am (PST)
Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

Service Desk 4.5.0588 error - This item is updated by another user or database rule

Highlighted
Anne Besigiroha
Super Collector

Service Desk 4.5.0588 error - This item is updated by another user or database rule

Hello,

Please advise.

we have Service desk 4.5.0588 installed on a windows 2000 server and the client on windows XP PCs.

we have not installed any patches recently or made changes to our service desk installation for about a year.

All of a sudden we have begun to get the following error when updating service calls:

"the item is updated by another user or database rule> Do you want to reload it?"

what could the problem be?

Regards,

Anne
2 REPLIES
Mike Bush
Honored Contributor

Re: Service Desk 4.5.0588 error - This item is updated by another user or database rule

Well something will have changed, even if only user behaviour? Have some of them taken to doing SAVE rather than SAVE & CLOSE? This leaves them prone to DB rules firing and making changes to the record? They will need to do F5 refresh to get around this.
My other guess would be that a new DB rule has gone in which fires more frequently and makes this occurrence more common?
Mark O'Loughlin
Honored Contributor

Re: Service Desk 4.5.0588 error - This item is updated by another user or database rule

Hi Anne, is that SP 20?

Have a look at this. Seems a fix is needed via SP 2

http://openview.hp.com/ecare/getsupportdoc?docid=ITSM008696

It is listed as fixed in SP 21 (ITSM008696)

User opens a service call to modify. But because some database rule is triggered and then updated some fields of the service call when he opens the service call. Merge window will popup when he tries to save this service call. Merge window should not popup when just one user is opening and modifying it.
//Add this to "OnDomLoad" event