KNOWN ISSUE: Unable to retrieve queued incidents

Article:TECH25418

Created: 2006-11-29

Updated: 2007-03-12

Article URL http://www.symantec.com/docs/TECH25418

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Article Type
Technical Solution

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Problem

When clicking the Retrieve Queued Incident button, a message comes up stating, "Currently there are no incidents assigned to queue queue_name," even though there are incidents in the queue.

Environment

Helpdesk 6.0.297

Cause

A validation rule is halting the retrieval. When retrieving a queued incident, the assignee is changed and saved. Any validation rule that fires during this will halt the retrieval and the Helpdesk will erroneously state that there are no incidents in the queue.

Solution

Determine which validation rule or rules are causing the save to fail and correct the conditions appropriately so that it will not prevent the retrieval.

Supplemental Materials

Source	DEFECT
Value	ABQ 4047
Description	Logged in abqdc01 (Altiris - Albuquerque) database

Legacy ID

30608