ServiceDesk

 View Only

  • 1.  SD 7.1 Error: Workflow Task Not Found

    Posted May 18, 2011 11:07 PM

    I moved the SD database as we changed production DB servers and I moved it based on the instructions in the Symantec KB (surely there has to be an easier way then move and upgrade!) and now I have about 12 tickets that, when opened and we try to work the incident we get an error similar to this:

     

    Error Details

    Error Message: 
    could not find work queue item 48d3beb3-3aa3-4785-8c60-e1e3aa8ca50a the item no longer exists. number of items in queue 1

    It obviously seems like something has changed or is missing but I have no way to know what. These tickets don't really mean much to us so it might be just as easy to delete them so here is the question:

    Does anyone know how to fix these tickets, perhaps changing whatever workqueue number its looking for with one that exists now, and if I can't fix it is there a way to delete these 12 tickets so that we can move on?



  • 2.  RE: SD 7.1 Error: Workflow Task Not Found
    Best Answer

    Posted May 18, 2011 11:26 PM

    Just a little more digging, forgoing sleep for research, and I found a solution. Since there are only 12, I don't need to delete them (although that would be best), I cam just close them. I used this article: http://www.symantec.com/docs/TECH137507 and modified the SQL query to be this:

     

    -- The following SQL script changes orphan tickets to Closed.
    -- Before using, it is recommended to back up the ProcessManager database before proceeding.
     
    USE ProcessManager
     
    --Note: Change the 'ReportProcessID' value to the processid (ticket number) you wish to close 
    --For example, 'IM-000400'
     
    UPDATE [ProcessManager].[dbo].[ReportProcess]
       SET [Result] = 'Closed'
     WHERE ReportProcessID = 'ReportProcessID'
     
    UPDATE [ProcessManager].[dbo].[ServiceDeskIncidentManagement]
       SET [close_code] = 'Closed Orphan'
     WHERE Process_ID = 'ReportProcessID'
     
    -- END SCRIPT

    This seems to work ok for me now.