Incident Locked

Updated: 21 May 2010 | 1 comment

Mbordelon

0 0 Votes

I currently have two helpdesk incidents which have the message"This incident is being modified by another process. Click here to update the view" . However, clicking on "refresh" does nothing. Is there a way to unlock these incidents so that they can be edited?

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Endpoint Management, Helpdesk Solution

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Oct

2009

1 Vote +1

MBHarmon

Trusted Advisor

SQL

This can happen if you've got a lot of automation rules that apply to an incident, or if you restarted the Altiris Services while it was processing.

To unlock it just run the following SQL statement on your Altiris_Incidents database. Just replace (numberhere) with the incident number that is locked.

Update workitem
Set updatelock =' '
Where number = (numberhere)

Check out this KB link for more info
https://kb.altiris.com/article.asp?article=20356&p=1

- Matt

Incident Locked

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