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B
Preventing HP Service Manager Update
B
Issues
HP Service Manager 7 can cause update issues due to the method of locking by
incident. When either the Service Manager Thick or Web Client opens an incident in
Service Manager for editing, a lock is placed on the incident that prohibits any updates
to the incident record until it is released.
It is best practice for Help Desk administrators not to open the incident in edit mode to
view the incident. If they need to edit the incident, they should minimize the time the
incident is in edit mode, so if any updates are processed by the Enterprise Manager
Connector Framework, the updates will be successful.
Preventing HP Service Manager Update Issues B-1
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