ServiceDesk

 View Only
  • 1.  Error trying to take ticket off hold

    Posted Jan 19, 2011 01:42 PM

    I attempted to take the ticket off hold and recieved this message:

       
    Incident Postponement RemovalAn error occured trying to reopen the postponed incident. Please contact your administrator or try again later.

    Component: Are there Groups?

    Error Message:
    you cannot perform an array function on a null object

    StackTrace:
    System.Exception: you cannot perform an array function on a null object at LogicBase.Core.Data.OrchestrationData.get_Item(String name) at LogicBase.Core.Data.OrchestrationData.get_Item(String name, IDataHandler handler) at LogicBase.Core.Data.OrchestrationData.get_Item(String name, Type handlerType) at LogicBase.Components.Default.Rules.EqualsRule.Run(IData data) at LogicBase.Core.ExecutionEngine.MultiPathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.DoRunComp(IOrchestrationComponent comp, IData data, TLExecutionContext context)
    Incident Management

    I have full rights to the ticket and the helpdesk system.

     

    Thanks

    Marc



  • 2.  RE: Error trying to take ticket off hold

    Posted Jan 21, 2011 03:17 PM

    This looks like an error from ServiceDesk 7, not Helpdesk 6.  Are you positive that this error is found within Helpdesk 6?



  • 3.  RE: Error trying to take ticket off hold

    Posted Jan 24, 2011 04:16 PM

    Sorry it is Service Desk 7



  • 4.  RE: Error trying to take ticket off hold

    Posted Jan 24, 2011 05:49 PM

    I've moved it over to the ServiceDesk forum for you.



  • 5.  RE: Error trying to take ticket off hold

    Posted Jan 25, 2011 11:38 AM

    I just encountered the same thing. I have found where the problem is, but I am trying to figure out who to fix it. In the IMRemoveFromHold Workflow project it is not grabing the group from the selected incident. It also isn't handling the error very well and is throwing an execption. here is the screenshot. I am still pretty new to Workflow so i welcome any suggestions .



  • 6.  RE: Error trying to take ticket off hold

    Posted Jan 25, 2011 05:03 PM

    OK this is not the ultimate fix, but it got me working:

    • Open the IMRemoveFromHold project and add a DetrmineAssignmentComponent between GetIncidentByTrackingID and CreateLog Entry
    • Open that component and set the URL to the process variable [[ProfileProperties].service_desk_settings_routing_rules_url]
    • Set the Incident to the process variable [IncidentToOpen]
    • The default Result was DetermineAssignmentComponentResult so i left it
    • Open Are there Group Assignements and change the variable Name to DetermineAssignmentComponentResult[first].TargetId to do this just expand DetermineAssignmentComponentResult->First->and select TargetId
    • I did the same thing on Are there User Assignements, but at this point i don't think it matters
    • Finally I did the same thing for Create Group Assignment List

    The screenshots are below, but a word of warning. You have to have a this ticket assigned to a group not an individual. I am still working on that, but at least with this you can take the ticket off hold. Also i beleive if the ticket is assigned to multiple groups you will lose all but the first. I have to figure out how to add all groups and users.



  • 7.  RE: Error trying to take ticket off hold

    Posted Feb 04, 2011 02:55 PM

    It seems that MR2 has been shipped with a defect logicbase.core.dll file. Upgraded installations from MR1 to MR2 usually don't show this problem.

    Anyway there is a fix available now, which addresses this issue and also the buggy SLA part. The below KB article only mentions the SLA, but it also addresses this particular issue with not being able to take a ticket off hold:http://www.symantec.com/docs/TECH148409

    You need to contact Symantec Support to retrieve the new file (whyever). I've implemented this on several systems and got the "hold" error fixed on all of them after applying the new DLL (and following the instructions in the following KB article to get the SLA calculation fixed: http://www.symantec.com/docs/HOWTO30273)