What does the error "AHD04423: ERROR: Another user has changed the record since it was first displayed" imply? When this error appears on the user interface the following message is recorded in the stdlog: "Record has changed beneath us. Can't do update"?

Document ID : KB000051608
Last Modified Date : 14/02/2018
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Description:

What is the situation in which the below message is recorded in the Service Desk's stdlog?

04/23 00:11:04.22 <servername> web:local 1424 ERROR freeaccess.spl 15676 Record has changed beneath us. Can't do update: request # 26 object='cr' persid='cr:400001' common name='26' original timestamp=04/22/2010 23:48:46 record's timestamp=04/23/2010 00:10:49 user that got error='ServiceDesk'

Solution:

This error message is not a bug. This is by design. This message appears in the stdlog when below steps are performed by the users.

  1. Open any existing request/incident/issue/change order in edit mode.

  2. Wait for the time of the ExclLockSeconds settings as specified in the /Service Desk/bopcfg/www/web.cfg file.

  3. Once the ExclLockSeconds is elapsed, open the same ticket in edit mode from another machine by logging in with a different user account.

  4. Change any field value and click on the Save Button.

  5. Go back to the request/incident/issue/change order that was already opened in edit mode in Step #1.

  6. Try editing some fields hit the Save button.

  7. The error "AHD04423: ERROR: Another user has changed the record since it was first displayed" appears on the screen and the below message is recorded in the stdlog:

    04/23 00:11:04.22 <servername> web:local 1424 ERROR freeaccess.spl 15676 Record has changed beneath us. Can't do update: request # 26 object='cr' persid='cr:400001' common name='26' original timestamp=04/22/2010 23:48:46 record's timestamp=04/23/2010 00:10:49 user that got error='ServiceDesk'