IV39367: ESCALATION XXX HAS BEEN UPDATED BY ANOTHER USER. YOUR CHANGES HAVE NOT BEEN SAVED REFRESH THE RECORD AND TRY AGAIN.

APAR status

• Closed as unreproducible.

Error description

• The following issue was tested against Maximo 7503 with Service
  Provider 7511 installed.
  
  
  
  When an Escalation updates the Service Request (SP) the
  Escalations Change By and Change Date are being updated with the
  user name from the SR and the time the update was made.
  
  Steps to reproduce the issue are as follows:
  
  First we will need to create a simple work flow process that
  will be used to apply the response plan.
  
  Work Flow Set up.
  
  1. Create a new WF against the SR Object.
  
  2. Add a task node, in the line leading to the task node add an
  action of PLUSPSRAPPRESPL. This will be used to add the response
  plan to the SR.
  
  3. Add a role to the task node, save and enable and activate the
  work flow process.
  
  
  Now we need to create the escalation that will be used to apply
  the work flow process to the SR.
  
  1. Create a new Escalation:
  
  Applies to : SR
  
  Condition: location = 'BLK1000' and siteid = 'BEDFORD'
  
  Schedule: 5 min
  
  Escalation Point: repordate
  
  Escalation point condition: 1=1
  
  Action: PLUSPSRAPPRESPL
  
  save and activate the escalation.
  
  
  We are now going to have to create a new response plan that will
  be applied to the SR once created.
  
  
  1. Create a new Response Plan
  
  Provide it with a star and end date, under the Response section
  have it assign an owener. Make sure the owner will be a user
  other than who created the above escalation.
  
  Move to the Locations tab and add the location of BLK1000, site
  bedford and Organization of Eaglena, now activate the response
  plan.
  
  
  We are now going to create the Service Request (SP) we are going
  to use for testing. The SR will need to be created by a user
  other then who created the Escalation as this will show that the
  Change by on the escalation updates based on who created the SR.
  
  
  Create a new SR.
  
  1. Reported by add user name as needed.
  
  2. add a classification I used End USer Issues (1)
  
  3. add a site of Bedford
  
  4. Add a location of BLK1000, complete the GL account and save.
  
  now wait 5 minutes for the Escalation to run and complete. Check
  the Escalation via the database and look at the change by field
  and notice that the change by now has the name of the user who
  created the SR.
  
  Create another SR using yet another user with the same criteria
  as before. Check the Escalation once again and notice that it
  updates yet again. This will lead to issues when you have many
  users creating SR that require the same response plan to be
  used. The users will end up with an error message of:
  
   A nested exception caused the work flow process to fail. Record
  Escalation XXX has been updated by another user. Your changes
  have not been saved. Refresh the record and try again.
  

Local fix

• n/a
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * Service Desk users                                           *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * ESCALATION XXX HAS BEEN UPDATED BY ANOTHER USER. YOUR        *
  * CHANGESHAVE NOT BEEN SAVED REFRESH THE RECORD AND TRY AGAIN. *
  ****************************************************************
  * RECOMMENDATION:                                              *
  * This is not reproducible in 7.5.0.5. Tried the scenario on a *
  * Service Provider environment with 7.5.0.5, could not see the *
  * Change By field change.                                      *
  ****************************************************************
  

Problem conclusion

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

Applicable component levels

• R750 PSY

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