When updating a ticket, or trying to save changes, the system doesn’t apply the changes, and says that someone else is in the ticket, even when creating a new one. This just started happening today. Anyone else see this issue? Thanks.
Question
Tickets won't update or save
+4Hi there,
SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
**AI magic at your service!**
Let's troubleshoot the issue where tickets won't update or save, and the system indicates that someone else is in the ticket. Please follow these steps:
1. **Clear Browser Cache and Cookies:**
- Sometimes, stale cache can cause unexpected behavior. Clear your browser's cache and cookies, then restart the browser.
2. **Check User Permissions:**
- Ensure that you have the necessary permissions to update and save tickets. In the SysAid Admin Portal, navigate to 'Settings' > 'User Management' and verify your user roles and permissions.
3. **Review Ticket Locking Settings:**
- Check if there are any settings related to ticket locking or concurrency control that might be causing this issue. This can be found under 'Service Desk' settings.
4. **Check for System Updates:**
- Verify if there are any recent updates or changes to the SysAid system that might be causing this issue. If so, ensure that all updates are properly installed.
5. **Try a Different Browser or Device:**
- Access the SysAid system from a different browser or device to see if the issue persists. This can help determine if the problem is browser-specific.
6. **Collect Logs for Further Investigation:**
- If the issue persists, collect the system logs for further investigation. In the SysAid Admin Portal, click on the logged-in user at the top right corner, choose 'About,' and then click on 'Download Log File' to obtain the zip file. Provide these logs to the support team for further analysis.
7. **Contact SysAid Support:**
- If none of the above steps resolve the issue, contact SysAid Support for further assistance. Provide them with any error messages or specific details you have encountered.
Please follow these steps and let me know if the issue persists or if you need further assistance.
Let's troubleshoot the issue where tickets won't update or save, and the system indicates that someone else is in the ticket. Please follow these steps:
1. **Clear Browser Cache and Cookies:**
- Sometimes, stale cache can cause unexpected behavior. Clear your browser's cache and cookies, then restart the browser.
2. **Check User Permissions:**
- Ensure that you have the necessary permissions to update and save tickets. In the SysAid Admin Portal, navigate to 'Settings' > 'User Management' and verify your user roles and permissions.
3. **Review Ticket Locking Settings:**
- Check if there are any settings related to ticket locking or concurrency control that might be causing this issue. This can be found under 'Service Desk' settings.
4. **Check for System Updates:**
- Verify if there are any recent updates or changes to the SysAid system that might be causing this issue. If so, ensure that all updates are properly installed.
5. **Try a Different Browser or Device:**
- Access the SysAid system from a different browser or device to see if the issue persists. This can help determine if the problem is browser-specific.
6. **Collect Logs for Further Investigation:**
- If the issue persists, collect the system logs for further investigation. In the SysAid Admin Portal, click on the logged-in user at the top right corner, choose 'About,' and then click on 'Download Log File' to obtain the zip file. Provide these logs to the support team for further analysis.
7. **Contact SysAid Support:**
- If none of the above steps resolve the issue, contact SysAid Support for further assistance. Provide them with any error messages or specific details you have encountered.
Please follow these steps and let me know if the issue persists or if you need further assistance.
+1Hi,
If you are having issues with ticket creation/changes, please raise a ticket with the support team.
You can do so by reaching out to helpdesk@sysaid.com or by creating a ticket in our SSP.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
