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7.5: Incident received rule from specific channel

Created: 09 Jan 2013 • Updated: 26 Aug 2013 | 3 comments

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?

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TGiles's picture

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

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

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BRING's picture

Hi Michael,

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