CA Service Management

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  • 1.  AHD03026:Checked out by another user

    Posted Apr 02, 2020 02:16 PM

    Hi,

    I am working with CA Service Desk Version 17.2, and we have had some problems with the events.

    We currently have an event that runs 5 seconds after the ticket is resolved.

    This event runs a PAM process which returns a date. but we have noticed that if the analyst edits the ticket within 5 seconds of the event running. the event no longer executes returning the following error:

    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><soapenv:Body><soapenv:Fault><faultcode>soapenv:Client</faultcode><faultstring>NO AHD03026:Desprotegido por otro usuario 504A8D48E3A7414BAD7AB23B253C8C3A</faultstring><faultactor/><detail><ErrorMessage>NO AHD03026:Desprotegido por otro usuario 504A8D48E3A7414BAD7AB23B253C8C3A</ErrorMessage><ErrorCode>1002</ErrorCode></detail></soapenv:Fault></soapenv:Body></soapenv:Envelope>

    Is there a way to configure SDM, so that this event runs without problem with the crash?

    I have already consulted this information, but the problem persists.

    https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/using/ticket-management/how-does-service-desk-handle-multiple-updates-in-the-same-session-to-the-same-ticket.html

    https://knowledge.broadcom.com/external/article/53182/i-am-seeing-ahd03026-checked-out-by-anot.html

    http://forum.servicedeskusers.com/forums/topic/21770-error-codes/

    http://forum.servicedeskusers.com/forums/topic/6072-problem-with-lock-tickets/


    I will be very grateful for your response.

    Thank you,

    Marco Velazquez



    ------------------------------
    ITSM Consultant
    Dayset
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  • 2.  RE: AHD03026:Checked out by another user

    Posted Apr 04, 2020 10:54 PM
    It appears that your PAM process is trying to update the ticket while someone is updating the ticket.

    Does your PAM process have some Exception handling that will retry the operation after a delay?

    ------------------------------
    Lindsay Estabrooks
    Principal Consultant
    IT-EDU Consultants
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  • 3.  RE: AHD03026:Checked out by another user

    Posted Apr 06, 2020 12:11 PM
    Hi Lindsay Estabrooks,

    I comment you,
    Our process is linear, and if it detects that the user is using the ticket, it ends the process with an error.

    is there a way to add a retry exception ?
    If so, could you help me to identify the operators?

    Regards,
    Marco Velazquez

    ------------------------------
    ITSM Consultant
    Dayset
    ------------------------------



  • 4.  RE: AHD03026:Checked out by another user
    Best Answer

    Posted Apr 06, 2020 02:52 PM
    Hi Marco,

    I suggest you start by looking at the following documentation:

    CA Process Automation

    Cheers,
    Lindsay

    ------------------------------
    Lindsay Estabrooks
    Principal Consultant
    IT-EDU Consultants
    ------------------------------