A Helpdesk incident is unable to be edited. When viewed, the top of the incident shows the message "This incident is being modified by another process."
If trying to edit the incident: Error editing incident.
This will appear whether viewing or editing the incident: This incident is being modified by another process. Click here to update the view. Refresh.
The incident is locked. This can be caused by a variety of issues:
Follow the below instructions to resolve locked incidents. Note: The root cause may still need to be found and resolved (listed below in the Root cause investigation and additional troubleshooting section), however, otherwise additional incidents may periodically also become locked.
After performing either solution, open a new Helpdesk Console (or closing the one that was open that was previously used to view the locked incident) and view the incident. The message should now be removed.
While the above SQL queries work fine for finding and unlocking locked Helpdesk incidents, it's not always the most convenient way to do this as the user would have to have access to SQL. As Altiris Reports access SQL, these same queries can be easily adapted into custom reports to do the same thing. This enables the user to easily find and correct the issue in the Altiris Console under Reports. (Also, other aspects of Helpdesk may be able to be used for this, such as tasks. Anywhere SQL can be directly accessed in Altiris and Helpdesk at can be used for this.)
Included as attachments to this article are two sample custom reports. Please note that these are provided AS IS with no guarantee of functionality. These should be tested on a development database before running them against a production database to ensure they meet the user's needs.
To use these, open an Altiris Console and then go to Reports. Right click on the Reports folder (or otherwise under Reports, where you wish to save the report to), then choose Import and select the reports to bring in. Then, run the reports.
Root cause investigation and additional troubleshooting
Error, "Cannot insert the value NULL into column 'tag_collection_id', table 'Altiris_Incidents.dbo.tag'"
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