How to populate the ContactID field when opening a help desk ticket
This issue has been solved. See solution.
rjbonilla
May 13th, 2009
I have a workflow that one step is to open a help desk ticket with various information. I am using the CreateTicketComponent and everything fills in fine but I cannot figure how to populate the ContactID field in the associations tab.
I start with the Get Current User component
I then found the FindServiceDeskContact component and started to use that
but the when the ticket is created the Contact field is empty.
Any ideas what I am doing wrong.
Thanks for any help on this.
A few guesses
1) Make sure that v_CurrentUser is getting a value that is exactly the same as your Helpdesk contact's NT ID. The Get Current User component, when configured correctly, would return domainname\username, which should match your Helpdesk contact's NT ID, but if the Get Current User isn't pulling back the domain name too, then the strings won't match. Use Altiris KB 43233 to ensure you're using the Get Current User component correctly.
2) I didn't see you mention how you referred to the Contact ID. You'll want to do something similar to the screenshot below.
Write back if you can't get it working, because I have gotten this working before. Just check the debugger's values at the end and make sure everything is matching up...it's probably something simple.
Still having problem but closer
Thanks ChrisBern for pointing me to that KB article, I setup a workflow as indicated in the KB article but when I run it I get the following error.
It has the correct domain but instead of the user it is inserting the server name, so not sure what I have setup wrong.
Thanks for all the help so far.
A few questions
1) Is this a published project, or one running in the debugger?
2) What component does the project give you this error on? (If you're in debugger, this will be easier to determine.)
3) Do you have any SQL generator components in your project which use integrated authentication (SSPI)? KB 46871 discusses how using integrated authentication can fail, typically for published projects, when the user that the published project runs under the context of doesn't have rigths to the underlying database.
Thanks, got it working
Thanks ChrisBern, I double checked all my SQL connections and sure enough I had a misspelled location, once I correct everything worked perfectly.
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