Issue Symptoms
Sometimes, when updating a ticket, the following error message appears:
Ticket #____ not saved. A change was made to this ticket as your update was being saved. Try again.
Conditions
- This happens when updating a ticket in the Support user interface
- You will see a message pop up in the upper right hand side of the page
Resolution
There are a couple reasons why you may be encountering this error message:
- Another agent updated your ticket at the same time as you.
- An installed App made an update to the ticket at the same time as you.
- You have API calls updating tickets
- An automation updated the ticket when you submitted your ticket update.
In all situations, simply wait 10 seconds before submitting your update again. If you continually experience this issue:
- Check your ticket events log to see what was updating your ticket at the same time as you.
- Disable the app or automation responsible for this entry.
Comments
4 comments
I'm not certain as to how I'm supposed to determine what was updating at the same time as I was trying to update the ticket? Can you please provide more detail in terms of the resolution? This appears to happen most often when updating phone calls after completion. Could this relate to the addition of the call recording? This appears to be the only event between the ticket creation (when the call is accepted) and when the agent goes to update the ticket.
Hey Matt -
Try going through the steps outlined in this document:
Viewing all events of a ticket
Let us know if that does the trick or if you have additional questions.
Hi Nicole, yes, I have already reviewed said article. Unfortunately, it doesn't really address my question. How would I understand what is updating at the same time as I am as the article suggests? It tells me to look for what was updating at the same time as the solution but neither this nor the other article as far as I can tell addresses how I'd know what was updating at the same time.
Hey Matt! Sorry for the confusion!
When you look at the events on your ticket, each update has a time stamp. You should be able to use that to identify the update that was made to the ticket at the same time that you submitted your own update.
Let us know if you need more help!
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