Getting error 'Unable to obtain lock for Ticket' when a Web Help Desk technician edits a ticket

10/22/2018 8:32 AM

8/14/2020 10:59 PM

Web help desk displaying an error messages when a Web Help Desk technician edits a ticket.

"Unable to obtain lock for Ticket"

Web Help Desk

Check the JOB_TICKET_ACTIVE_SESSION table for the Ticket number in the error. After you locate the ticket number, delete the row.
 

If you cannot locate the ticket number, run the following SQL statement:

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-- out of the use of or inability to use the scripts or documentation.

SELECT F.JOB_TICKET_ID AS FIRST_TICKET_ID,F.MERGED_PARENT_TICKET_ID AS FIRST_TICKET_PARENT_ID,S.JOB_TICKET_ID AS SECOND_TICKET_ID, S.MERGED_PARENT_TICKET_ID AS SECOND_PARENT_ID, HE.ENTRY_TEXT, HE.ENTRY_DATE FROM JOB_TICKET as F JOIN JOB_TICKET as S ON S.MERGED_PARENT_TICKET_ID=F.JOB_TICKET_ID AND F.MERGED_PARENT_TICKET_ID = S.JOB_TICKET_ID JOIN HISTORY_ENTRY AS HE on F.JOB_TICKET_ID = HE.JOB_TICKET_ID WHERE HE.ENTRY_TEXT LIKE 'Merged in%' ORDER BY HE.ENTRY_DATE DESC;

Locate the ticket number and delete it (if listed).

If you cannot find the ticket number:

1. Log in to Web Help Desk as an administrator.
2. Click Setup > Tickets > Options.
3. Under Tech Options, locate the following field:
    
4. Click Allow, and then click Save.