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  • 1.  7.5: Incident received rule from specific channel

    Posted Jan 09, 2013 03:35 PM

    SD 7.5. I have a rule in place in for OnIncidentReceived that is checking [Request Channel][Is Specific Channel(TechnicianPage)]. When this rule is run, it always fails to evaluate. In the log SD.IncidentManagementSimple log, I see this:

     

    System.InvalidCastException: Specified cast is not valid.
       at Symantec.ServiceDesk.Im.Automation.Conditions.RequestChannelCondition.EvaluateIsSpecificChannel(IncidentRulesetArguments arguments, ConditionVariantContext ctx)
     
    I think this is a bug but was hoping someone else could verifiy it for me. The goal is really so that if an incident is submitting from the advanced submit form, it will retain the specific assignment from the page rather than hitting any rules below that may reroute it to a different service queue. Is there another way to do this that is escaping me?


  • 2.  RE: 7.5: Incident received rule from specific channel

    Broadcom Employee
    Posted Jan 09, 2013 04:36 PM

    I was able to reproduce this issue in my own environment. I'll make sure this gets recorded as a bug.

     



  • 3.  RE: 7.5: Incident received rule from specific channel

    Posted Jan 09, 2013 04:58 PM

    Any thoughts on a work around or am I just waiting until a patch or update?



  • 4.  RE: 7.5: Incident received rule from specific channel

    Posted Apr 29, 2013 11:37 AM

    Hi Michael,

     

    This has been resolved in the upcoming release of 7.5 MP1, due out in the next 2-3 weeks.

     

    Thanks