Conflicting items: We sometimes get a message that items don't match. How do we avoid this?

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Problem Type : Errors
Problem Category : Public Folder HelpDesk

The typical message is: "One or more items in the folder you synchronized do not match. To resolve the conflicts, open the items, and then try this operation again."

This often happens when two people have a ticket open at the same time. Both then receive conflict messages, and they can then select the correct ticket update.


If you often get the conflicting items error, there are some things you can do:
  • Check if the reason could be that you tend to leave tickets open for a long time, so that other users can close or delete the ticket before the first user saves it? In that case you could try to avoid that and instead save and close tickets when you don't work with them.

  • If it is possible for you to use the Default Responsible feature, there is less reason for two support workers to open the same ticket. Refer to the manual for more info about this feature.

  • Another way to reduce the number of conflicts is to have only one person opening and assigning tickets that has not been assigned to a Responsible.

  • You can also create smaller groups of support personnel who pick up tickets and assign them to themselves.

  • Exchange has a possibility to turn off the conflict messages making the last saved message the automatic "winner", but this is not a safe answer for most organizations. We recommend you to instead change your procedures to avoid the conflicts.
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