Issue Symptoms
Sometimes, when updates 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.
Causes
There are several reasons which can cause this error to occur. See below for some of the most common causes.
- While working on tickets, agent collision issues can cause this error. See the article How can I troubleshoot agent collision issues? to prevent this.
- An API call updates the ticket at the same time the agent Submits the ticket.
- An installed app made an update to the ticket at the same time as you.
- If a trigger or automation runs while an agent updates the ticket, this causes the error to occur preventing changes made to the ticket by the agent from being saved.
- When agents are on a call, if the agent Submits the ticket before the call recording is appended to the ticket, this causes the error to occur. Changes to the ticket won't be saved.
- If an agent Submits the ticket while a chat transcript is appended to the ticket, this prevents changes from being saved to ticket causing the error.
Resolution
If you continually experience this issue, wait 10 seconds before submitting your update again. If you continually experience this issue:
- Check your ticket events log to see what updated the ticket at the same time as the agent.
- Disable the app or business rule responsible for this entry.
8 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!
So when this happens, the email disappears? I had this happen with a very lengthy, detailed email to a client and now I can not find the email. Did it send? (nothing in resolved ticket) Is it saved somewhere? Do i need to retype the entire email again?????
Hello Christopher Snyder,
Sorry to hear you ran into this error that resulted in your whole e-mail being lost. Sadly yes, you will need to rewrite the e-mail draft you were working on if that wasn't something you had saved somewhere else.
Best regards.
Currently having this problem with an agent on my account. We have made no changes to ZD, it just randomly started happening. Confused on the two steps to resolve:
If you continually experience this issue, wait 10 seconds before submitting your update again. If you continually experience this issue:
Hey Spencer,
Does this issue only occur for one agent on the account? Can you have them test from a private browser window to see if there are any browser extensions causing this issue?
Let me know!
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