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Resolving conflicts

This topic provides information about how conflicts are resolved in the BMC Remedy ITSM - Mobility for Incident Management application. Consider the following conflict scenario:

The Incident Management mobile application is offline. User A changes field 1 and field 3 for a given incident on the Incident Management mobile application, and User B changes field 1 in the same incident record via the mid tier. This situation creates a field-level conflict on field 1.

This conflict can be resolved through the following steps:

  1. The Incident Management mobile application goes online and submits changes to the record.
  2. The BMC Remedy ITSM - Mobility server submits those changes to the AR System server.
  3. Based on the Date Last Modified (DLM), the AR System server sends back a warning.
  4. The BMC Remedy ITSM - Mobility server retrieves all mobilized fields for that record.
  5. The BMC Remedy ITSM - Mobility server compares the records to determine if a field-level conflict exists.
  6. If a field-level conflict exists, the BMC Remedy ITSM - Mobility server checks the application configuration in the mobility_server_configure.xml file in the <MobilityServerDir>/WEB-INF/classes directory and looks for the conflictResolverattribute.
    • If the conflictResolver attribute is set to server, the BMC Remedy ITSM - Mobility server discards the Incident Management mobile application’s change, and retrieves the record from AR System server and passes it as an updated ticket to the Incident Management mobile application, which shows it as an Unread ticket.
    • If the conflictResolver attribute is set to client, the BMC Remedy ITSM - Mobility server resubmits the incident record, and it overrides the server value. The client continues as if a conflict did not occur.
  7. If no field-level conflict exists, the Incident Management mobile application resubmits the incident to AR System server with an updated DLM and continues as if a conflict did not occur.

To toggling between two types of conflict resolution

Use the following procedure to toggle between server or client conflictResolver values.

  1. Edit the <MobilityServerDir>/WEB-INF/classes/mobility_server_configure.xml file.

  2. Search for the following lines:

    <!- Valid values for the 'conflictResolver' attribute are "client" or "server" ->
    <app name="Incidents" conflictResolver="client">
  3. Change the conflictResolver value to what you want to test and save the file.

  4. Restart the BMC Remedy ITSM - Mobility server.

    Note

    Valid values for the conflictResolver attribute are client and server. The default value is client.

 

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