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Invalid Contact & Customer IDs When Creating New Incidents

Created: 10 Jun 2009 • Updated: 10 Jun 2009
mccarthy.cw's picture
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I recently upgraded altiris to 6.0.308. I received the error message below when testing creating a new incident. I found that the default values for customer_id and contact_id were incorrect. I changed both values to 1 (the default contact for new incidents) and it corrected my problem.

Steps To Change The Default Values For customer_id and contact_id on a new Incident:

SQL Server 2000
1. In SQL Server, find the workitem table in the Altiris_Incidents Database.
2. Right Click on the workitem table and select "Design Table".
3. Select the contact_id field.
4. In the Columns tab set the value for "Default Value" to 1.
5. Repeat steps 3 and 4 for the customer_id field.

Exception - Altiris.Helpdesk.Services.ContactException: The contact does not exist in the database. Contact ID: 0
The originator of the previous log entry was itself an Exception. The last non-Exception occurred at stack index 1: Altiris.Helpdesk.Services.ContactService.Retrieve
Exception - Altiris.Helpdesk.Services.ContactException: An error in ContactService has occurred.
The originator of the previous log entry was itself an Exception. The last non-Exception occurred at stack index 1: Altiris.Helpdesk.Services.ContactDataSet.get_Current
Exception - Altiris.Helpdesk.Services.ContactException: 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.Helpdesk.Services.ContactDataSet.Fetch(String contactId)
--- End of inner exception stack trace ---
The originator of the previous log entry was itself an Exception. The last non-Exception occurred at stack index 2: Altiris.Helpdesk.Services.ContactDataSet.Fetch
Application_OnError - Unhandled Exception:
Altiris.Helpdesk.Services.ContactException: 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.Helpdesk.Services.ContactDataSet.Fetch(String contactId)
--- End of inner exception stack trace ---
at Altiris.Helpdesk.Services.ItemDataSet.Retrieve(String id)
at Altiris.Helpdesk.Services.ContactDataSet..ctor(String id)
at _ASP.subWorkItemEditGeneral_ascx.LoadDataSources()
at _ASP.subWorkItemEditGeneral_ascx.OnLoad(EventArgs e)
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