HP ServiceCenter 6.1 can cause update issues due to the method of locking by incident. When either the ServiceCenter Thick or Web Client opens an incident in ServiceCenter 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.
Note that the Enterprise Manager Connector framework does not detect the error condition, because HP does not raise a SOAP Fault when an update cannot be performed. The Enterprise Manager Connector framework evaluates SOAP faults for retry processing, and since HP does not raise this as a SOAP fault, it is not detected.
This behavior has been reported to HP, but no patch or fix is anticipated for version 6.1.