Super Contributor.. EvskiL Super Contributor..
Super Contributor..
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Ticket reloading while working on it, causing reentry of information. - Very Annoying Error

Hi Experts,

So recently this error has been occuring for almost all users of our Service Manager and it is driving everyone up the wall. The error will randomly occur while in the middle of inputting information in Tickets and reload it.

In almost all cases, the record has not been saved yet and the user is in the middle of modifying it.

Any ideas what could be occuring?

05/04/17 12:09:26

This record has been modified since you loaded it. HP Service Manager has loaded the latest record for you.

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TomPowe Acclaimed Contributor.
Acclaimed Contributor.

Re: Ticket reloading while working on it, causing reentry of information. - Very Annoying Error

Do you use Locking of records? You can set that in the object record. If a user starts typing in a record, it should lock the record so nothing can modify it until the user saves or gets out of the record.

If you can replicate it, you can check the sysmoduser of the record to see what background process just touched the record. Maybe it's linker.
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Super Contributor.. EvskiL Super Contributor..
Super Contributor..

Re: Ticket reloading while working on it, causing reentry of information. - Very Annoying Error

Hi @TomPowe,

Locking of records is setup, if I try to edith/open a record someone else is using, I get a error that it is locked by said user.

I do have Linker showing up in some places, is there a way of preventing Linker from touching records while they are being edited or should locking the records do that, as it isn't right now.

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Honored Contributor.. Josh_MM Honored Contributor..
Honored Contributor..

Re: Ticket reloading while working on it, causing reentry of information. - Very Annoying Error

Linker will force itself upon the ticket. If this is a recent thing, it might be that linker is slower than before, and impacting your users where it didn't in the past. How many records are there in the schedule file for operator "linker" when this issue arises?

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Super Contributor.. EvskiL Super Contributor..
Super Contributor..

Re: Ticket reloading while working on it, causing reentry of information. - Very Annoying Error

There is a lot, upwards of 10 when I got the error last time.

Is there any way to prevent this from causing the reload error that is driving some users nuts?

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Honored Contributor.. Josh_MM Honored Contributor..
Honored Contributor..

Re: Ticket reloading while working on it, causing reentry of information. - Very Annoying Error

The best approach is to ensure your linker is quick to process the records it gets. Has the schedule on which it runs recently changed? Or have changes been made to FormatCtrl that could slow down updates to tickets?

You might want to trace out the linker background process, and look for obvious delays in the steps it is taking. An RTM:3 and a debugdbquery:999 will do this just fine. The latter will show you any DB level delays in execution of queries, and the RTM trace will give you the time a step takes in general. One of the things that typically helps is to ensure FC actions that are aimed at helping the end user in the GUI should include the gui() check to not run these on BG processes.

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