Inv_ServiceDesk_Incident_Details table in Symantec_CMDB database does not contain correct information about incidents (IncidentID and URLToIncident)

Article:TECH189530  |  Created: 2012-05-24  |  Updated: 2012-06-08  |  Article URL http://www.symantec.com/docs/TECH189530
Article Type
Technical Solution


Issue



When creating an incident with associated CMDB assets, the information about the incident stored in Symantec_CMDB database is not correct.

RelateIncidentToNSAsset component does not send the correct data to SMP server for creating Incident entry in CMDB database (Inv_ServiceDesk_Incident_Details table). IncidentID and URLToIncident columns have erroneous values, not the expected values of IncidentID to contain the actual Incident ID and the URLToIncident to contain a link to the Incident.

IncidentID column contains: ${INCIDENTID.EN_US}
URLToIncident column contains: http://servicedesk:80/ProcessManager/Reports/OpenProcess.aspx?ReportSessionID=&SideBar=False&noTabs=1

This component is used particularly in ServiceDesk while saving incident data:
'SD.IncidentManagement' workflow > 'Save References and Contacts' model > 'Relate Incident To SMP Asset' component.

Note: This only affects incidents created through the Advanced form.


Environment



ServiceDesk 7.1 SP2 (possibly also earlier versions)


Cause



The ProcessID & TrackingID values that are need to properly populate the IncidentID field & the URLtoIncident field aren't properly set prior to the information being written to the Symantec_CMDB database.


Solution



This issue will be fixed in the next release of ServiceDesk.

For current customers with this issue please use the following steps to fix this issue going forward

  1.  Open SD.IncidentManagement inside Workflow Designer.
  2. Open model CreateIncidentAdvanced
  3. Add a "Copy Data Element to New Location" and place it in the swim lane after the "Get TrackingID" component. A screen shot has been provided to show the location of the new components.
  4. Set the "Copy Data Element to New Location" values as follows:
    1. Data Type: Text
    2. Data From Variable Name: Global.ReportProcessID
    3. Assign To Variable Name: IncidentToCreate.ProcessID
  5. Add  a second "Copy Data Element to New Location" and place it in the swim lane after the first "Copy Data Element to New Location" component
  6. Set this "Copy Data Element to New Location" values as follows:
    1. Data Type: Text
    2. Data From Variable Name: WorkflowTrackingID
    3. Assign To Variable Name: IncidentToCreate.TrackingID
  7. Save & Publish the updated project.

 


Supplemental Materials

SourceETrack
Value2796594
Description

RelateIncidentToNSAsset component does not send correct/expected data to SMP.



Article URL http://www.symantec.com/docs/TECH189530


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