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Users are not able to close the Service Calls

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nija patel
Super Contributor.

Users are not able to close the Service Calls

Hi,

Some of the users are not able to close the Service Calls. They are getting the error called "This item has been changed by System or another user. The differences have to be merged. Do you want to continue?" (Please refer attachment). And when user click on yes it dosplays the differnces to be stored and then it says Service Call can not be saved. Many helpdesk users are not able to close the case. Please help ASAP. Sometimes if user make some changes before closing the Service Call then OVSD allows them to close the Call. I advised user to logout and login again. then try to login from the other PC and try to restart OVSD Services but still users are getting the same error.

OVSD Version: OVSD 4.5 SP18
Database: MS SQL 2000
OS: Windows 2003

Regards,
Nija
5 REPLIES
Tim Schmitt_4
Honored Contributor.
Solution

Re: Users are not able to close the Service Calls

Hi Nija.

The screen directly after the one you attached shows which fields have changed and who made the changes. You'll want to look at that screen and see if you can determine who is making the changes.

If it's the system administrator, it could meant that there is a rule which is updating the item while it is being working on by the help desk.

Tim
Pai
Super Contributor.

Re: Users are not able to close the Service Calls

Hi Nija,

This is common, it happens coz of the Rules. When the user does some changes based on these changes a UI or DB rule is triggered at the backend and changes are made....if these changes are different from that made by the user then u wont have problems saving it....other wise ..u will get screens showing changes made by the user and the changes made by the system.

u can either cancel the save option and close all the screens so that the changes made by the system are saved, then reopen and do wat u want .....u will be able to save changes then.

if not check ur rules and tune them, there might be somerules which are working specifically for status closure.

hope this helps.

Regards Pai
Pai
Super Contributor.

Re: Users are not able to close the Service Calls

Hi Nija,

This is common, it happens coz of the Rules. When the user does some changes based on these changes a UI or DB rule is triggered at the backend and changes are made....if these changes are different from that made by the user then u wont have problems saving it....other wise ..u will get screens showing changes made by the user and the changes made by the system..saying it can not merge it.

u can either cancel ur save option and close all the screens so that the changes made by the system are saved, then reopen and do wat u want .....u will be able to save changes thereafter.

if not check ur rules and tune them or disable them, there might be somerules which are working specifically for status closure.

hope this helps.

Regards Pai
nija patel
Super Contributor.

Re: Users are not able to close the Service Calls

Hi Pai,

Thank You very much. My problem has been resolved. Thanks a lot for your help.

Regards,
Nija
nija patel
Super Contributor.

Re: Users are not able to close the Service Calls

Problem has been resolved