145826
Service Ticket Won’t Open
As of Sedona Office 6.2.0.20, when the updater is run, if there are any service tickets open, those service tickets may have an erroneous lock applied to them from SedonaEFTService that will prevent them from opening. These locks will not appear in the Lock Table Maintenance window and need to be removed within SQL.
The issue does not generate an error message or a message saying that the ticket can’t be opened. Certain service tickets will simply not open from the front end.
Resolution
-- First run: To identify the tickets that have been erroneously locked. The Service Ticket # will be the "Code" column
Select *
from SS_LockTable st
where LockedByUser = 'SedonaEFTService'
and Table_Name not in ('AR ACH', 'AR ACH BATCH')
-- The result should be something like this picture with locks applied by the SedonaEFTService to service and other non-ACH tables.
-- Backup the Lock table with:
Select * into ZBG_SSLockTable_CaseNumber_MMYY from SS_LockTable
-- Then, delete the erroneous locks:
Delete from SS_Locktable where LockTable_ID in ()
