You cannot update this Service Request because someone else has already updated it.

 
Author
Message
SysAider
21
 
Scenario 1:

A client is logged into Sysaid and looking at an SR that they have made for an update. They start typing in some notes to update the request for an ETA on a fix.

An admin at the same time is entering notes into the SR, while they are entering their notes the client completes updating the SR and then the admin loses the notes he was entering into the SR.

Scenario 2:

2 admins are in the system, 1 admin (The IT Manager) is going through SRs and closing any old SRs that he sees that should be closed, the other admin (Helpdesk Officer) is updating his assigned SRs, entering notes into the notes field on the same SR that the IT Manager just closed and then the notes that the Helpdesk Officer had entered did not save to the request.

Scenario 3:

1 admin presses the 'apply' button twice in the SR that they are working on. They may not lose their updated information but still get the message that someone else has updated their SR.

Scenario 4:

1 admin has Sysaid open in 2 browsers, enters in notes for an SR in 1 browser but doesn't hit apply, then has the SR opened in another browser and changes the status of the SR and hits 'Apply'. Then he goes back to the other browser to save his notes and then loses his notes.
SysAid Wiz
915
 
Thanks for the enlightment....

No. 1 and 2 can be eliminated by policy. It's too long to go into so pm me if you're interested.

No. 3 is not even a problem right ? *soft smile*

No. 4 Let me guess.... going through the tab is annoying doesn't it ? Don't succumb to those tabs... custom them.. I got only one tab on my SR. *wicked smile*

Please forgive the persistence. My being so strong on the subject is driven by the fear that I might be wrong and miss an entirely better way of doing things...

So bear with me...
*smile*
And by all means spit on my flaw.

This message was edited 1 time. Last update was at Dec. 31, 2008 12:20 AM

avc
SysAider
9
 
IMHO...

1,2 & 4 should never happen. Concurrent editing should not be possible under any circumstances. The message telling you that you can not update should be triggered by the first attempt to update/change anything on a SR that is being edited by someone else. By 'first attempt' I mean keystroke, button press or selecting a different item from a dropdown list.

I would be furious if this happened. Also, small nit to pick, the text of the message should be "You cannot update this Service Request because someone else is updating it.

3 should not be possible because the 'apply' button should be disabled unless a change has been made.

This message was edited 1 time. Last update was at Dec. 31, 2008 08:23 AM

SysAider
21
 
Scenario 1 & 2, Changing Policy. Are you refering to a Policy in the Software or the Policy in the work area e.g. Helpdesk Processes?

Scenario 3 can happen when you double click the 'Apply' or 'OK' button, try it yourself. It doesn't happen everytime, depends on how you double click and if you do it before the page refreshes.

Scenario 4 has nothing to do with the tabs in Sysaid. It is referring to separate Browser Windows, e.g. you might bring up a Client's details and go to the Helpdesk tab and open an SR then update it after you have already updated the same SR in the main window, thus having the SR open at once in multiple browsers.

The Message Box:



The words 'You', 'this' and 'has already' need to be removed from the Forum title and a comma needs to be added after Service Request.

This message was edited 1 time. Last update was at Jan. 02, 2009 12:29 AM

SysAid Wiz
915
 
uniti wrote:Scenario 1 & 2, Changing Policy. Are you refering to a Policy in the Software or the Policy in the work area e.g. Helpdesk Processes?


Policy as in work area... or the process. A consensus. Workflow. Gameplan. Not software or features or function you can set and automagically runs.





SysAider
6
 
Hey everybody, I am running SysAid v5.6.08 and I am getting this error message anytime one of our 3 admins tries to make a new SR in the Admin portal.

"You cannot update this Service Request because someone else has already updated it."

I even restarted the SysAid server just to make sure that nobody had a SR that they were in the middle of editing. However, if the same Admins create a new SR in the End User Portal, it works just fine. Any ideas?
SysAid Wiz
2449
 
TJB627 wrote:Hey everybody, I am running SysAid v5.6.08 and I am getting this error message anytime one of our 3 admins tries to make a new SR in the Admin portal.

"You cannot update this Service Request because someone else has already updated it."

I even restarted the SysAid server just to make sure that nobody had a SR that they were in the middle of editing. However, if the same Admins create a new SR in the End User Portal, it works just fine. Any ideas?


Hello!

This might be happening because more then one administrator is trying to change the "new service request" form (which is SR#0) in the same time.
To overcome this issue, please ask your administrator to create the new service request, then click "apply" to give the SR a number and then the template to the service requests will be available to create another new service request.

Best regards.
Haim
Pushing IT forward
SysAider
6
 
Thank you for responding Haim. If you notice in my post, I restarted the SysAid server. Wouldn't that have kicked out anybody that was currently editing an SR? Also, I'm next door to my other two administrators and I'm pretty sure that they are not editing one at the same time I am.
avc
SysAider
9
 
it seems sysaid, the application, only has one blank SR available.

so, you open this one, and until you click apply, it's not given a SR number. or actually, it's number is zero.
if one of your co-workers also opens a SR, it's the same one. SR #0.


IMHO, this is ridicules. Sysaid: when someone opens a SR, give it a temporary, random number. when the person 'applies' then give it the next SR number in sequence.
going forward, please plan on more than one person working with sysaid, the application, at a time.
SysAider
49
 
To answer Uniti's original question.
Why not lock each SR once opened by an individual. Be it Admin or end user. This will prevent any hiccups along the way.

If an end user cannot open the SR they knonw it is being worked on.

Just my $0.02 worth

This message was edited 1 time. Last update was at Jan. 07, 2009 06:35 PM

SysAid Wiz
1768
 
Oded M wrote:Hi,

Some Helpdesk solutions or any other application open SR/records in view mode , and you need to click the edit icon to change. once you click the edit icon - the record is locked and nobody else can click the edit button - he will get a message - record is being edited by someone else - just like when you try to open a Word file or Excel file from a network and it is open by someone else - it opens in read-only mode.
Oded


Wow this has generated a lot of discussion,
Oded, this actually sounds the simplest solution, that an edit button is introduced that obtains a lock for editing the record which is released when you click apply. Otherwise everyone else just gets a read only view.


SysAider
6
 
The issue I am having is still occurring. Whenever I open a new SR from the Admin portal, I cannot save it as I get the error message. However, if I switch to End User Portal, I can create one just fine. No other Admins are in the process of creating SRs when I try this. Is there any way to purge whatever may be stored at SR #0 from the database?
SysAid VP Customer Relations
604
 
TJB627 wrote:The issue I am having is still occurring. Whenever I open a new SR from the Admin portal, I cannot save it as I get the error message. However, if I switch to End User Portal, I can create one just fine. No other Admins are in the process of creating SRs when I try this. Is there any way to purge whatever may be stored at SR #0 from the database?


There isn't anything stored in SR #0 in the database. The problem you are experiencing is probably related to an incorrect form configuration. Please try to submit a service request from the admin portal (to provoke the error to show) and then post the ...\SysAidServer\root\WEB-INF\logs\sysaid.log here (or send it to me in a private message or by email to helpdesk@sysaid.com, if you wish to prevent the publication of the log file).
SysAider
21
 
What would really benefit me is when I create a new request that I get a Temporary SR# number that will save to the database after I click 'Apply' so I can give people their SR# number over the phone. Using this as a solution combined with having on demand blank SRs that are locked for editing by the user creating the SR would be very effective. Locking existing SRs while they are being editied (Read-Only Mode, Displayed to User) would also be very effective.
SysAid VP Customer Relations
604
 
The service request number is not assigned until you hit the OK/Apply button. The "you cannot update this service request..." message will only appear on new service request if there is a problem with the form. Assigning it with a number won't do any good.

TJB627,
Let me know when/how you sent the log file.