Editing records

ITSMA Service Management applications enable users to access and edit records. Multiple users can view the same record concurrently. If one of those users begins to modify the record, the server locks the record for updates only from that user. When the user saves the record, the server unlocks it. One of the following scenarios occurs when two users access the same record:

• If the record is being updated by another other user, Service Management generates a message when you attempt to change it. The record is locked until the other user completes the update.

• If the record is not in use, but you do not have the current version of the record, Service Management prompts you to refresh the record.

  Note Do not refresh the record by refreshing your browser. Instead, use the Service Manager Refresh button.

  To disable the pop-up window that appears when you reload a record, follow these steps:

  1. Click System Administration > Base System Configuration > Miscellaneous > System Information Record.
  2. Click the General tab.
  3. Select the Disable the Pop-up Window to Reload Records option.
  4. Click Save.
• If the record is not locked and you have the most current version, you may continue typing without interruption. Other users cannot update that record until you complete the update.

Service Management applications also enable background process to access and edit records. When Service Management is integrated with other products, the background process updates the records automatically in many cases. One of the following scenarios occurs when a user and a background process access the same record:

• If you and the background process are updating different fields in the record simultaneously, Service Management generates a message after you save your update. The system merges the updated fields automatically and integrates these fields into the record.

• If you and the background process are updating the same field in the record concurrently, Service Management prompts you to merge the conflicted updates when you try to save your update.

  To merge the conflicted updates manually, follow these steps:

  1. Click Merge in the toolbar. The "Conflicts" section opens.

  2. In the "Conflicts" section, select the value in one of the following fields:

     • Original Value in DB: The original value of the field in the database.
     • Current Value in DB: The current value in the database which is updated by the background process.
     • Unsaved Update: The unsaved value which is being updated by you.
  3. Click OK to save the conflicted value with your selection. Or, click Cancel to return to the Details page of the record with unsaved updates.
  4. Click Save or Save & Exit to save the record to the database.