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error delegating change task

Created: 07 Jun 2012 | 3 comments

Hi,

we have installed servicedesk 7.1 SP2 and we are experienced several problems delegating change task. Sometimes when

we try to do that, we receive an error with creation of an orphaned change ticket and the processmanager log trace:

Application Name : SD.ChangeManagementSimple
Process ID : 2764
Date :29/05/2012 16.22.43
Log Level :Error
Log Category :LogicBase.ExecutionEngine
Machine Name : CO-ALTIRIS
Message :
System.Exception: Execution Exception ---> System.Exception: exception component created: ---> LogicBase.Framework.BusinessRuleException: The critical error failed execution on component Delegate Change Management Task : System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.Exception: User does not have permission to view this task. at LogicBase.Ensemble
.WorkflowTasks.WorkflowTasks.AddTaskAssigment(String sessionID, TaskAssignment taskAssignment) --- End of inner exception stack trace --- : at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall) at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters) at LogicBase.Core.Ensemble.WorkflowTasks.WorkflowTasks.AddTaskAssigment(String sessionID, TaskAssignment taskAssignment) at Symantec.ServiceDesk.Cm.Components.CreateCmAssignmentComponent.CreateWorkflowTask(CmAssignment assignment, ChangeTicket changePlan, Int32 taskSequencePrefix, IData data) at Symantec.ServiceDesk.Cm.Components.CreateCmAssignmentComponent.DoRun(ChangeManagementDataService cmDataService, IData data) at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)
--- End of inner exception stack trace ---

 

with the help of the technical support we have installed the 7.1 sp2 rollup but unfortunately the patch don't solve the problem.

Other two questions:

1) Why we can't assign a task to a group? The unique possibility is assign to a user.

2) Why the change implementer can't view the process history even tasks assigned to him? How I can create a workaorund?

Any idea? We need help!

Thanks

Giovanni Vogrig

 

Comments 3 CommentsJump to latest comment

Luis.Silva's picture

Hi, 

1)You need to customize the workflow. You can use the "SD.Feeder.TechnicianIncidentForms" workflow as an example.

2)It's a problem. You can create a new Permission in ProcessManager, for example; "ServiceDesk.CanViewAllChangeTickets" and sets this permission in "SD.ChangeManagementSimple" workflow, select the component "Setup Process" and in "Permissions" you select the permission created at   ServiceDesk Portal.

About the problem, try to increase the timeout in "Delegate Change Management "component.

 

Regards,

Luis Silva 

jem777's picture

Luis,

thank you for your replay. Can you explain how to proceed?

Ciao

Giovanni

Luis.Silva's picture

Jem777,

What didn't you understand? Wich item, 1) or 2)... Or about the "Delegation..." component?

Regards,

Luis Silva