7 Replies Latest reply on Jun 17, 2016 8:30 AM by Mariusz Jaroszek

    ARERROR 309 when modifying an incident with a service request associated

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      Hi all,

       

      We have selected the option of creating a service request when submitting an incident.

       

      Whe have also select the user application preference option "modify request after submit" in order to continue working on it.

       

      When the user tries to modify the incident, the ARERR 309 rises "Entry has been modified since the get time."

       

      It seems that the CAI:Events is modifying the entry with the SRID so the system detects a modification on the ticket not made by the user.

       

      Is there any way to avoid this behaviour? I know the reason why the system is raising the ARERR 309, but it is a litlle bit embarrashing to the customer always acepting this warning when the modify the incident.

       

      Thanks in advance,

       

      Javier

        • 1. Re: ARERROR 309 when modifying an incident with a service request associated
          Ashwanth Padmanabhan

          hey take a look at this parameter in the ar config file

           

          Suppress-warnings2 A series of zero or more message numbers (separated by spaces) that

          identify informational or warning messages that the system should

          suppress. Only server warnings and notes can be suppressed.

           

          it might help you to suppress this 309....

          1 of 1 people found this helpful
          • 2. Re: ARERROR 309 when modifying an incident with a service request associated

            Hi,

             

            Yes this may help, but in that case all the warnings related with this ARERR are going to be avoided. It is useful to the customer to know that the ticket has been modified by another user, but in this particular case, we know who and what is been modified so there is no use to raise this error in this particular moment.

            • 3. Re: ARERROR 309 when modifying an incident with a service request associated

              Hi Javier, I have a similar issue.

              My issue is present when an user set Status=Resolved and that saving, system generate this error:

               

              <SQL > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxx                         > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9120 */DELETE FROM T1084 WHERE C1 IN (N'000000000071055',N'000000000071056')

               

              <SQL > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                         > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9120 */OK

               

              <SQL > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                         > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9120 */ROLLBACK TRANSACTION

              <SQL > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                        > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9120 */OK

               

              <SQL > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                        > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9120 */BEGIN TRANSACTION

               

              <SQL > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                        > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9280 */OK

               

              <SQL > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                      > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9280 */COMMIT TRANSACTION

               

              <SQL > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx

                                      > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9280 */OK

              <FLTR> <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                        > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9280 */Elaborazione filtro annullata a causa di un errore

              <API > <TID: 0000003504> <RPC ID: 0001756713> <Queue: Fast      > <Client-RPC: 390620   >

              <USER: xxxxx                      > <Overlay-Group: 1         > /* lun feb 25 2013 18:50:50.9280 */-SGE              FAIL  ARERROR: 309

               

              <API > <TID: 0000003540> <RPC ID: 0001756714> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                        > <Overlay-Group: 1         > /* lun feb 25 2013 18:51:05.6160 */+SGE    ARSetGetEntry -- schema HPD:Help Desk entryId INC000000028636 from Mid-tier (protocol 18) at IP address xxx.xxx.xxx.xxx  // :q:0.0s

               

              <FLTR> <TID: 0000003540> <RPC ID: 0001756714> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                       > <Overlay-Group: 1         > /* lun feb 25 2013 18:51:05.6160 */     Operazione: avvio elaborazione del filtro (fase 1) - SET on HPD:Help Desk__o - INC000000028636

               

              <FLTR> <TID: 0000003540> <RPC ID: 0001756714> <Queue: Fast      > <Client-RPC: 390620   > <USER: xxxxx                        > <Overlay-Group: 1         > /* lun feb 25 2013 18:51:05.6160 */     <Filter Level:0 Number Of Filters:0> Controllo "SHR:SHR:SkipFilters_000_Goto" (0)

               

              SLM Engine had modified Due Date while user has windows open.

               

              As you can see from log system process two times the modify operation on HPD:Help Desk and so send two notification resolution email.

              Can someone help me?

              • 4. Re: ARERROR 309 when modifying an incident with a service request associated

                Hello,

                You can follow below steps to fix this issue:

                To avoid the ARERR 309 errors as well as cause them to prevent the modification from occurring (forcing you to refresh the ticket before you can save your changes if someone else has opened the ticket and saved their changes before you do), you can build workflow that looks at the initial value of the 'Modified Date' field when the record is opened and checks the value of the 'Modified Date' field when the record is updated. If it is not the same then another user has performed the update and a user defined error message can be fired to stop the modification from taking place.

                 

                The workflow could consist of the following --

                --------------------------------------------------------------------

                Two fields could be added to the form you wish to lock the records in. Let's call them 'InitialModDT' and 'CurrentModDT'. You can have an active link that fires on windows open and set the value of the Modified date into 'InitialModDT' and another active link that fires on modify and sets the DB value of the Modified date into the 'CurrentModDT' field. You can then have a filter with an error message action that fires on Modify when:

                 

                ('InitialModDT' != 'CurrentModDT') AND ('Last Modified-By' != $USER $)

                 

                Hope this helps.

                Regards,

                Sachin

                1 of 1 people found this helpful
                • 5. Re: ARERROR 309 when modifying an incident with a service request associated

                  Hi Sachin,

                  this is a workarond, and it has problem that AR ESCALATOR modify Incident and Change when manage SLM.

                  Issue is that Incident/Change enter two times in modify state and so phase 1 filter are execute two time.

                  I tryed to open an issue on BMC Support. Issue is present also on 8.0 version

                  • 6. Re: ARERROR 309 when modifying an incident with a service request associated

                    hello,

                     

                    i am having the same issue while by using AR API java to update Incident on AR 8.1. May I know how your issue resolved?  thanks

                    • 7. Re: ARERROR 309 when modifying an incident with a service request associated
                      Mariusz Jaroszek

                      Suppress-warnings

                      A series of zero or more message numbers (separated by spaces) that identify informational or warning messages that the system should suppress. Only server warnings and notes can be suppressed.