HP Service Manager 7 can cause update issues due to the method of locking by incident. When either the Service Manager Thick or Web Client opens an incident in Service Manager for editing, a lock is placed on the incident that prohibits any updates to the incident record until it is released.
It is best practice for Help Desk administrators not to open the incident in edit mode to view the incident. If they need to edit the incident, they should minimize the time the incident is in edit mode, so if any updates are processed by the Enterprise Manager Connector Framework, the updates will be successful.