Who is this article for?

All Userswanting to troubleshoot audit and staff data that has reverted back to original values.

No elevated permissions are required.

This article addresses a troubleshooting issue where the System user reverts Audit and Staff data to their original values after a manual update. Explore the following sections for examples of the troubleshooting challenge and a solution to rectify it.

1. Issue
2. Solution

1. Issue

In systems where two-way sync with Retain is enabled, you may find that shortly after updating an Audit or Staff record the change is reversed.  The audit trail shows that the change was made by System.

Example:

• At 10:56, Alex Smith edits the Status field and changes the value to Received.
• When they check the record a few minutes later, the changed data has reverted to the original value
• The audit trail shows:
  • The manual change.
  • At 10:57, System changes the value back again.

This is caused by the following sequence of events:

• The user opens the Audit or Staff record.
• They open the corresponding record in Retain, while in edit mode.
• They make a change to the record in the Internal Audit application.
• They do not make a change to the record in Retain, but close the form by clicking the OK button.
• When a user clicks OK in Retain, the Wallchart will save the entire record, not just changed fields.  So in this case, it saves the stale value back to the Retain database.
• The Robot syncs the stale value, which was saved more recently in Retain, back to the audit database.

2. Solution

To work around this problem, if you open a record in Retain and do not change it, then click Cancel and not OK.

Note: This issue applies only to systems where the two-way sync is enabled, and not to those with the standard one-way sync.