We ran into this problem so I figured I would supply the solution just in case someone else needs it:
You will notice that ServiceDesk 7.1 has renamed the task of "Resolve Incident" to "Work Incident" but it remains [Resolve Incident] for the tickets that were placed into the system before the upgrade. The issue we found is once we had our new system up and running we were testing to ensure that migration was successful when we noticed that the “Smart Task” items on old tickets were not working for also that the tickets that have been opened have direct references to the server name in the database and we happened to have changed the name of our ServiceDesk server. In doing so all of the old tickets that we had migrated over were especially orphaned because the old ServiceDesk server was be called in the database.
The URL that is requests is your 'Base URL':
Also called the ‘Root URL’:
After running this down for a bit I found the issue in the database. In two different tables ~ dbo.Task & dbo.TaskResponse there are three columns two in Task (UrlOfProcess & UrlOfResponseService) and one in TaskResponse (URL) that made reference to our old server name. Once that was tracked down and a few simple SQL statements later our problem was solved. Here are the statements that we used to resolve the problem:
UPDATEdbo.Task
SET UrlOfProcess = REPLACE (UrlOfProcess,'https://[YOUR OLD SERVER FQDN]/SD.IncidentManagement','https://[YOUR NEW SERVER FQDN]//SD.IncidentManagement')
SET UrlOfResponseService = REPLACE (UrlOfResponseService,'https://[YOUR OLD SERVER FQDN]//SD.IncidentManagement','https://[YOUR NEW SERVER FQDN]//SD.IncidentManagement')
UPDATEdbo.TaskResponse
SET Url = REPLACE (Url,'https://[YOUR OLD SERVER FQDN]//SD.IncidentManagement','https://[YOUR NEW SERVER FQDN]//SD.IncidentManagement')
Example:
SET Url = REPLACE (Url,'https://servicedesk70.symantec.com//SD.IncidentManagement','https://servicedesk71.symantec.com//SD.IncidentManagement')
We are using HTTPS in our environment so if you are using HTTP you will have to change the URL in the statement to reflect.