KNOWN ISSUE: Department Information is not Populated in the Form When Creating an Incident

Article:TECH200227  |  Created: 2012-11-28  |  Updated: 2013-02-21  |  Article URL http://www.symantec.com/docs/TECH200227
Article Type
Technical Solution


Issue



The Department drop down box on the Advanced feeder form is not populating with the departments stored in the Symantec_CMDB database.  


Error



Application Name : SD.DataServices
Process ID : 3008
Date :11/28/2012 1:57:28 PM
Log Level :Error
Log Category :LogicBase.ExecutionEngine
Machine Name : SERVICE_DESK_75_SERVER
Message :
System.Threading.ThreadAbortException: Thread was being aborted.
at System.String.IndexOf(Char value, Int32 startIndex, Int32 count)
at System.Web.Services.Protocols.ContentType.IsSoap(String contentType)
at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
at Symantec.Workflow.Core.ResourceModelService7.ResourceModelService.GetResource(Guid resourceGUID, Guid[] dataClassTypesToFetchGUID)
at AltirisOutput7.ServiceHelper.GetAllResourcesOfType(Type t, Array dataClassesToFetch, String nsName, ProxySecurityToken token, Boolean useHttps)
at Altiris7.ResourceComponents.GetAllDepartmentsComponent.Run(IData data)
at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context)
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)
 


Environment



ServiceDesk 7.5


Cause



ServiceDesk uses a GetResourcesOfType method to get department information from the CMDB. If this method times out, department information is not populated in ServiceDesk, preventing users from selecting a department when creating or working tickets.


Solution



A Point Fix has been created to modify the behavior of the Get All Departments model in SD.Data Services to pull the information from the Symantec_CMDB database using a report.

  1. Download the attached SD.DataServices.Setup.zip file.
  2. Extract the 3 files inside the zip file to the ServiceDesk server.
  3. Copy the file Symantec.ServiceDesk.Legacy.Components.dll to %programfiles%\Symantec\Workflow\Shared\Customlib.
  4. Open the Symantec Management Console & go to All Reports.
  5. Drill down to Reports -> Service Adn Asset Management -> ServiceDesk.
  6. Right Click on ServiceDesk and choose Import
  7. Select the All Departments.xml file and click open.
  8. Run the SD.DataServices.Setup.exe. Besides making sure the updated project installs to the same location as your current install you don't need to modify any of the other settings.
  9. Restart Server Extensions and IIS.

All ServiceDesk 7.5 Point Fixes can be found in article TECH202844


Attachments

PF to switch Get All Departments from using the ResourceModel to a report on the SMP.
SD.DataServices.Setup.zip (4.4 MBytes)


Article URL http://www.symantec.com/docs/TECH200227


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