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
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ITSM Consultant
Dayset
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