Unable to publish SD.IncidentManagement Workflow

Article:TECH188841  |  Created: 2012-05-15  |  Updated: 2012-05-15  |  Article URL http://www.symantec.com/docs/TECH188841
Article Type
Technical Solution


Issue



In an environment, which has ServiceDesk 7.1 SP1 installed and the underlying Workflow has been upgraded to Workflow 7.1 SP2, it has been noted that clients are unable publish any the SD.IncidentManagement Workflow Project because one of the Dialog Models is not valid.

 

Environment



Symantec ServiceDesk 7.1 SP1

Workflow 7.1 SP2


Cause



 Unknown


Solution



1) Open the SD.IncidentManagement workflow via Workflow Designer

2) From the left hand pane select the "Initial Diagnosis" model
 
 
3) Next locate and double click the "Initial Diagnosis" component 
 
 
4) Once the "Initial Diagnosis Editor" window opens click on the "Interaction Setup" tab and the select "Create Problem Ticket" from the Dialog Models section and then click on "Edit"
 
 
5) You should now be presented with the "Edit Object" window. Click on the eclipse button (...) located to the right of "Dialog Model"
 
 
6) Locate and double click the "Build Contacts to Send to Problem" component
 
 
7) Once the "Build Contacts to Send to Problem Editor" opens click the eclipse (...) button located to the right of "Items To Add"
 
 
8) You should now be presented with the "'Items To Add' Array Variable". On this window you need to untick "Single Mapping" and then click "OK" twice
 
 
9) You will now be back at the "Edit Embedded Decision Model" screen. You should noticed that the Exclamation Mark which was present on the "Build Contacts to Send to Problem" component is no longer there.
 
 
10) To finalize this resolution you need to double click on the "Build Contacts to Send to Problem" component and then click on the eclipse button located to the right of "Items to Add"
 
11) On the "'Items to Add' Array Variable" screen you need to tick the "Single Mapping" option and the click on "Edit" located to the right of "Single Value Mapping"
 
 
 
12) You should now be presented with the "Data Mapping" screen you need to click "OK". Once you are back at the "'Items To Add' Array Variable" ensure that the "Single Value Mapping" has "7 mapping assignment(s)
 
 
13) Finally, click "OK" on all of the windows which are open until you are back to the "Initial Diagnosis" model and then save the project.
 
You should now be able to publish any customization done to this Workflow Project without issue. 



Article URL http://www.symantec.com/docs/TECH188841


Terms of use for this information are found in Legal Notices