ServiceDesk

We recently installed SD 8.0 HF2 but we are having an issue that once Incidents have been placed on hold it seems like the incident corrupts and the current assignments as well as some of the Task and Action options are no longer available. The incident cannot be removed from hold and even when removing it from hold by updating SQL tables the options do not become available again.

Has anyone seen this before and were able to successfully resolve this issue?

This is what it looks like when it is fully functional:

 
This is what it looks like when corrupt after being placed on hold:

Kind regards,

Ilze

Hold is a task against the incident, does this not show on the ticket? Is there anything as a process message on the ticket?

Once it is removed it should go back to the main task, doing it in SQL won't work as the process needs to follow along the given path, a task re-created and the process set back to how it should be.

Is there anything in the Incident logs?

Is this a Load Balanced environment?

If so, then you may not be configured correctly. You can test this by going directly to the ProcessManager URL on each of your Front Ends.

One of them may reveal the missing task.

Currently we cannot find anything in the Incident logs that display any error message.

We did have load balancing enabled but we have disabled it some time ago already thus new calls being logged that this problem exists on should not be affected by the old load balancing environment.

We did find SQL errors in the ProcessManager log related to connection problems between SD and SQL so I'm thinking that this might have something to do with it.

I'm hoping there is a way that I can "Fix" the incidents to be functional again.

You could try the "Reopen Incident", it creates a new ticket but links the original for reference.

This is the exact error that I get in the ProcessManager log

2820:0231 2016-07-13 11:23:02.063 Error [Workflow.Reporting.Gateways] Exception during execution command. CommandText = IF EXISTS (
 SELECT
 *
 FROM
 ReportProcess
 WHERE
 [ReportLogProcessID] = @LogProcessReportID
 )
 update  [ReportProcess] set       
  
  SessionID  = @SessionID,
  ProcessStarted =@ProcessStart,
  ProcessEnded =@ProcessEnd,
  ProjectName = @ProjectName,
  ModelInWhichComponentWasRun = @ModelName,
  UrlOfProcess = @UrlOfProcess,
  ResultData = @ResultData,
  InputData =@InputData,
  ResultIData =@ResultIData,
  Result =@Result,
  ResultAnnotation =@ResultAnnotation,
  LanguagePreference = @LanguagePreference,
  Browser = @Browser,
  Platform =@Platform,
  ReferralURL = @ReferralURL,
  UserHostAddress =@UserHostAddress,
  UserHostName = @UserHostName,
  AnonymousID =@AnonymousID,
  LogonUserIdentity = @LogonUserIdentity,
  IsAuthenticated = @IsAuthenticated,
  IsSecure =@IsSecure,
  IsLocal =@IsLocal,
  ReportProcessID  =@ReportProcessID,
  [Description] = @Description,
  PercentComplete =@PercentComplete,
  ProcessName = @ProcessName,
  ProcessTitle = @ProcessTitle,
  PriorityName = @PriorityName,
  PriorityColor = @PriorityColor,
  ScheduledComplete = @ScheduledComplete,
  DocumentCategoryID =@DocumentCategoryID,
  ProcessViewerPageID = @ProcessViewerPageID,
  LastElapsedTime = @LastElapsedTime,
  ServiceID = @ServiceID,
 ModifiedOn = @ModifiedOn
 WHERE
 [ReportLogProcessID] = @LogProcessReportID       
 else
 INSERT INTO [ReportProcess]
 (
  ReportLogProcessID,
  SessionID,
  ProcessStarted,
  ProcessEnded,
  ProjectName,
  ModelInWhichComponentWasRun,
  UrlOfProcess,
  ResultData,
  InputData,
  ResultIData,
  Result,
  ResultAnnotation,
  LanguagePreference,
  Browser,
  Platform,
  ReferralURL,
  UserHostAddress,
  UserHostName,
  AnonymousID,
  LogonUserIdentity,
  IsAuthenticated,
  IsSecure,
  IsLocal,
  ReportProcessID ,
  [Description],
  PercentComplete,
  ProcessName,
  ProcessTitle,
  PriorityName,
  PriorityColor,
  ScheduledComplete,
  DocumentCategoryID,
  ProcessViewerPageID,
  LastElapsedTime,
  ServiceID,
 ModifiedOn
 )
 VALUES
 (
  @LogProcessReportID,
  @SessionID,
  @ProcessStart,
  @ProcessEnd,
  @ProjectName,
  @ModelName,
  @UrlOfProcess,
  @ResultData,
  @InputData,
  @ResultIData,
  @Result,
  @ResultAnnotation,
  @LanguagePreference,
  @Browser,
  @Platform,
  @ReferralURL,
  @UserHostAddress,
  @UserHostName,
  @AnonymousID,
  @LogonUserIdentity,
  @IsAuthenticated,
  @IsSecure,
  @IsLocal,
  @ReportProcessID,
  @Description,
  @PercentComplete,
  @ProcessName,
  @ProcessTitle,
  @PriorityName,
  @PriorityColor,
  @ScheduledComplete,
  @DocumentCategoryID,
  @ProcessViewerPageID,
  @LastElapsedTime,
  @ServiceID,
 @ModifiedOn
 )
 Client: IP=168.253.216.62 HostName=168.253.216.62 Browser=Mozilla/4.0 (compatible; MSIE 6.0; MS Web Services Client Protocol 4.0.30319.34014)
 System.Data.SqlClient.SqlException (0x80131904): String or binary data would be truncated.
 The statement has been terminated.
 at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection, Action`1 wrapCloseInAction)
 at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj, Boolean callerHasConnectionLock, Boolean asyncClose)
 at System.Data.SqlClient.TdsParser.TryRun(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj, Boolean& dataReady)
 at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString)
 at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async, Int32 timeout, Task& task, Boolean asyncWrite, SqlDataReader ds)
 at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, TaskCompletionSource`1 completion, Int32 timeout, Task& task, Boolean asyncWrite)
 at System.Data.SqlClient.SqlCommand.InternalExecuteNonQuery(TaskCompletionSource`1 completion, String methodName, Boolean sendToPipe, Int32 timeout, Boolean asyncWrite)
 at System.Data.SqlClient.SqlCommand.ExecuteNonQuery()
 at LogicBase.Ensemble.Workflow.Reporting.Gateways.SQLStorageGateway.ExecuteCommand(IDbConnection con, IDbCommand cmd)
 ClientConnectionId:6ebc1aee-5774-4956-a2e5-2a8a3828ef3e
2820:0231 2016-07-13 11:23:02.079 Error [Reports] Error processing messages (ID = '').
 Client: IP=168.253.216.62 HostName=168.253.216.62 Browser=Mozilla/4.0 (compatible; MSIE 6.0; MS Web Services Client Protocol 4.0.30319.34014)
 System.Data.SqlClient.SqlException (0x80131904): String or binary data would be truncated.
 The statement has been terminated.
 at LogicBase.Ensemble.Workflow.Reporting.Gateways.SQLStorageGateway.ExecuteCommand(IDbConnection con, IDbCommand cmd)
 at LogicBase.Ensemble.Workflow.Reporting.Gateways.SQLStorageGateway.ProcessStoringReportData(BaseReport logPropertyMessageReportTable)
 at LogicBase.Ensemble.Workflow.Reporting.Gateways.ReportStorageGateway.StoreReportData(BaseReport baseReport)
 at LogicBase.Ensemble.Reports.ServiceCore.ReportExchangeLoader.StoreReport(BaseReport rep)
 at LogicBase.Ensemble.Reports.ServiceCore.ReportExchangeLoader.ProcessBaseReports(HybridItemsList reportList)
 ClientConnectionId:6ebc1aee-5774-4956-a2e5-2a8a3828ef3e
 

String or binary data would be truncated error referencing SQLStorageGateway in Ensemble2006 logs

https://support.symantec.com/en_US/article.TECH152619.html

ServiceDesk with Special Characters or an Excessive Number of Characters in the Title creates Processes without an associated task

https://support.symantec.com/en_US/article.TECH133412.html