KNOWN ISSUE: Creating a task with the option "Expose a direct URL to the task on the client" causes errors

Article:TECH36637  |  Created: 2007-10-31  |  Updated: 2007-11-20  |  Article URL http://www.symantec.com/docs/TECH36637
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Article Type
Technical Solution

Issue



After I applied SP5 to Helpdesk, I started getting these errors in the logs, and it appears Automation Rules are not working:

Error 1:

Priority: 1
Date: 10/31/2007 2:12:32 PM
Tick Count: 790425500
Host Name: <Server Name>
Process: w3wp.exe (11392)
Thread ID: 11336
Module: AltirisNativeHelper.dll
Source: Altiris.Helpdesk.Services.WorkItemService.BackgroundCommit.Impersonate
Description: Background commit failed for incident #526:#cr;Altiris.Helpdesk.Services.WorkItemException: An unexpected error has occurred. Object reference not set to an instance of an object. ---> System.NullReferenceException: Object reference not set to an instance of an object.
at Altiris.AppWeaver.Link.get_AuthorityRegEx()
at Altiris.AppWeaver.Link.ResolveUrl(Boolean encode, Boolean absolute)
at Altiris.AppWeaver.Link.ResolveUrl(Boolean encode)
at Altiris.Helpdesk.Services.WorkItemService.ProcessWorkItemTasks(WorkItemDataSet inputDataSet)
at Altiris.Helpdesk.Services.WorkItemService.Retrieve(WorkItemDataSet fillDataSet, Int32 id)
--- End of inner exception stack trace ---
at Altiris.Helpdesk.Services.ItemDataSet.Retrieve(String id)
at Altiris.Helpdesk.Services.WorkItemDataSet..ctor(String id, WorkItemCommitOptions commitOptions)
at Altiris.Helpdesk.Services.WorkItemService.BackgroundCommit(Object stateInfo)

Error 2:

Priority: 1
Date: 10/31/2007 2:12:32 PM
Tick Count: 790425500
Host Name: RB2K3HD
Process: w3wp.exe (11392)
Thread ID: 11336
Module: AltirisNativeHelper.dll
Source: Altiris.Helpdesk.Services.WorkItemService.BackgroundCommit
Description: Background commit failed for incident #526:#cr;Altiris.Helpdesk.Services.WorkItemException: An unexpected error has occurred. Object reference not set to an instance of an object. ---> System.NullReferenceException: Object reference not set to an instance of an object.
at Altiris.AppWeaver.Link.get_AuthorityRegEx()
at Altiris.AppWeaver.Link.ResolveUrl(Boolean encode, Boolean absolute)
at Altiris.AppWeaver.Link.ResolveUrl(Boolean encode)
at Altiris.Helpdesk.Services.WorkItemService.ProcessWorkItemTasks(WorkItemDataSet inputDataSet)
at Altiris.Helpdesk.Services.WorkItemService.Retrieve(WorkItemDataSet fillDataSet, Int32 id)
--- End of inner exception stack trace ---
at Altiris.Helpdesk.Services.WorkItemService.BackgroundCommit(Object stateInfo)


Environment



Helpdesk 6.0.308

Cause



Any time a task is applicable on an incident, whether invoked or not, it is parsed on incident save.  When using the option "Expose a direct URL on the client," if Helpdesk is not able to resolve the URL in the task, the errors listed in the Problem/Symptoms section are triggered.

Solution



Workaround: You will need to recreate the task.  when creating the task and in the section for specifying where the task will be processed you will need to select "Allow Helpdesk to process the task URL before calling it."

                     Then create the task the same way it was before.


Supplemental Materials

SourceDEFECT
ValueABQ 4745
DescriptionLogged in abqdc01 (Altiris - Albuquerque) database

Legacy ID



39039


Article URL http://www.symantec.com/docs/TECH36637


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