From time to time we get an issue where an Incident can not be updated in webdesk as it states it is open by another user, on checking the user is not even logged into the servicedesk so is not locking the Incident.
Previously we have restarted the services to break this lock, but that is no longer a viable option as our servicedesk is now global so adhoc restarts are not permitted. Sometimes we can get the Analyst that the system thinks is editing the incident to log in and access the Incident and cancel back out and log off. However due to time zone differences this is not always possible and not being able to access an Incident has caused SLA failures.
Is there any way to get around the system thinking a Analyst is editing an Incident when they are not without disrupting the entire system? a SQL script for example?? Or any idea why this happens in the first place?
Any ideas welcome.