Intel,Altiris Group

  • 1.  incident is being modified by another process

    Posted Jun 14, 2010 05:45 PM
    has anyone seen this before and how does it get resolved. the ticket is locked cant edit it. thank you


  • 2.  RE: incident is being modified by another process
    Best Answer

    Posted Jun 14, 2010 06:18 PM
    If waiting a few minutes does not resolve it, we planned an after-hours reboot of the server to resolve the issue.  It typically happens when a worker has an incident open or an incident in edit mode when someone instructs the database to perform an action that requires modifying the record.

    We've rebooted to resolve it.


  • 3.  RE: incident is being modified by another process

    Posted Jun 14, 2010 06:42 PM
    we will have to scedule some down time ... thank you


  • 4.  RE: incident is being modified by another process

    Trusted Advisor
    Posted Jun 15, 2010 02:58 AM
    If this does not work, I've got some SQL hanging around which I've used in the past to resolve this. Sometimes AlertManager can bomb out when processing rules leaving new incidents in an unusable state. In this scenario, reboots don't resolve it as they really think Alert Manager is still processing them, but in reality AlertManager won't touch them again as it doesn't see them as new incidents anymore.


  • 5.  RE: incident is being modified by another process

    Posted Jun 17, 2010 04:24 PM
    Here's that SQL if you need it:

    Update workitem
    Set updatelock =' '
    Where number = (incident # here)


    Also No downtime required for this smiley





  • 6.  RE: incident is being modified by another process

    Trusted Advisor
    Posted Jun 17, 2010 06:12 PM
    Good man Matt! A caveat I forgot to mention earlier is that when  modifying the lock in the event of a AlertManager bomb out is that some of the rules may not have fired. You don't have  a choice but to modify the lock, but you might have to baby sit  such incidents initially.