No ticket can be closed or modified because of this error message. How can this be solved?
Thanks in advance
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Hi there,
SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
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SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
## Error When Closing or Modifying Tickets
It seems you're encountering an issue where tickets cannot be closed or modified due to an error indicating they are blocked by another user. Here are some steps to resolve this issue:
---
### Step 1: Check for Concurrent Access
1. **Review the History Tab**:
- Open the ticket and navigate to the **History** tab.
- Check if another admin has recently made changes to the ticket.
2. **Discard or Overwrite Changes**:
- If you do not need to keep your changes, click **Cancel** to discard them.
- If you want to overwrite the existing data, add a space character to one of the text fields and click **OK**.
---
### Step 2: Clear Browser Cache and Cookies
1. Clear your browser's cache and cookies to ensure there are no session conflicts.
2. Restart your browser and log back into SysAid.
---
### Step 3: Use a Different Browser
1. Try accessing SysAid using a different browser (e.g., Chrome, Firefox, or Edge) to rule out browser-specific issues.
---
### Step 4: Verify User Permissions
1. Ensure you have the necessary permissions to modify or close tickets:
- Go to **Tools > Administrators**.
- Select your user profile and review the **Permissions** tab.
---
### Step 5: Check for Workflow or Automation Conflicts
1. Verify if there are any workflows or automation rules linked to the ticket that might be causing the issue.
2. Disable or adjust these rules if necessary.
---
### Step 6: Log Out and Reopen the Ticket
1. Log out of your SysAid account completely.
2. Log back in and reopen the ticket to attempt the changes again.
---
### Step 7: System Updates
1. Ensure your SysAid instance is up-to-date with the latest version.
2. Check for any known bugs or patches related to this issue.
---
### Step 8: Restore the Ticket
1. If the ticket is archived or in a restricted state, use the **Restore** function to make it editable again.
---
### Step 9: Contact Support
If the issue persists after trying the above steps:
1. Open a Service Record with SysAid Support.
2. Provide the following details:
- Ticket number(s) affected.
- Error message encountered.
- Steps already taken to resolve the issue.
---
By following these steps, you should be able to resolve the issue or identify the root cause. Let me know if you need further assistance!
It seems you're encountering an issue where tickets cannot be closed or modified due to an error indicating they are blocked by another user. Here are some steps to resolve this issue:
---
### Step 1: Check for Concurrent Access
1. **Review the History Tab**:
- Open the ticket and navigate to the **History** tab.
- Check if another admin has recently made changes to the ticket.
2. **Discard or Overwrite Changes**:
- If you do not need to keep your changes, click **Cancel** to discard them.
- If you want to overwrite the existing data, add a space character to one of the text fields and click **OK**.
---
### Step 2: Clear Browser Cache and Cookies
1. Clear your browser's cache and cookies to ensure there are no session conflicts.
2. Restart your browser and log back into SysAid.
---
### Step 3: Use a Different Browser
1. Try accessing SysAid using a different browser (e.g., Chrome, Firefox, or Edge) to rule out browser-specific issues.
---
### Step 4: Verify User Permissions
1. Ensure you have the necessary permissions to modify or close tickets:
- Go to **Tools > Administrators**.
- Select your user profile and review the **Permissions** tab.
---
### Step 5: Check for Workflow or Automation Conflicts
1. Verify if there are any workflows or automation rules linked to the ticket that might be causing the issue.
2. Disable or adjust these rules if necessary.
---
### Step 6: Log Out and Reopen the Ticket
1. Log out of your SysAid account completely.
2. Log back in and reopen the ticket to attempt the changes again.
---
### Step 7: System Updates
1. Ensure your SysAid instance is up-to-date with the latest version.
2. Check for any known bugs or patches related to this issue.
---
### Step 8: Restore the Ticket
1. If the ticket is archived or in a restricted state, use the **Restore** function to make it editable again.
---
### Step 9: Contact Support
If the issue persists after trying the above steps:
1. Open a Service Record with SysAid Support.
2. Provide the following details:
- Ticket number(s) affected.
- Error message encountered.
- Steps already taken to resolve the issue.
---
By following these steps, you should be able to resolve the issue or identify the root cause. Let me know if you need further assistance!
Love the experience? You can enjoy the full power of SysAid Copilot and reduce your team workload starting today - check it by yourself
All steps have been tried except opening a support ticket (Step 9), in the end what was done was to duplicate the requests that gave error and delete the original one.
Hi
Thank you for reaching out!
Could you please provide us your contact information so we may submit a ticket for this incident and investigate further? If the original ticket that threw the error was deleted, we may need to put it on hold until the issue replicates in order to determine what caused it.
Alternatively, you can submit a ticket when/if the issue arises using our Self Service Portal, https://helpdesk.sysaid.com/servicePortal.
If you need more help, have further questions, or just want to chat about this topic, please don't hesitate to reach out.
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