Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.

SD 7.1: getting 'Could not find [Group]...' when accessing from email

Created: 23 Jan 2014 | 11 comments

I'm getting a Process Manager Error 'Could not find [Group] where [GroupID] Equal [40cd4429-9c96-483d-a660-faf1ea2bc233]' when using an emailed hyperlink to http://wal01apalt02.hgb.hs.int/ProcessManager/Reports/OpenProcess.aspx...

I'm not sure when this started to occur (it was first reported by a user some time before Christmas). The GroupID does not exist in the 'Groups' table although it may have done for a short while following an import of the whole of our AD after which I had to delete a large number of records from 'Groups' and 'UserGroups'. I have scanned every column of every table in the ProcessManager database and the string does not exist anywhere.   

We're (still) running 7.1 SP1.

Any help would be appreciated.
Thank you.
Nigel

Operating Systems:

Comments 11 CommentsJump to latest comment

Justin Dybedahl's picture

Back when we were running 7.1 SP1, I remember we had to setup routing rules within the workflow.   Do you have any custom routing rules or customizations in the workflow calling this GroupID?  I would check the IncidentManagement and RoutingRules workflows.  My guess would be there is a GetGroupByName component somewhere referencing that GroupID.  Also, see here:

http://www.symantec.com/business/support/index?pag...

NigelP's picture

Thanks for the advice & link, but we don't have any custom routing rules and I can't see any mention of it in the workflows.

The 'wrong' GroupID did not exist before I inadvertently pulled in a load of groups (I had a three-month-old backup of the database) and it doesn't exist now - I can't figure out where it's coming from.

Weird thing is that, on some occasions, I can follow the link to the incident once but if I try again it throws the error.   

Justin Dybedahl's picture

In the log viewer.  Does it say which workflow it's coming from?  Mind posting the entire error from the logs?

NigelP's picture

From Ensemble2006.log:

 
Error,23 January 2014 15:54:43,[userman service] Error loading group.
[userman service] Client Host Information: 
[userman service] IP: 10.80.26.40
[userman service] HostName: 10.80.26.40
[userman service] Browser: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; .NET4.0C; .NET4.0E)
[userman service] -- error.ToString() --
[userman service] LogicBase.Framework.DataLayer.DataLayerException: Could not find [Group]  where [GroupID] Equal [40cd4429-9c96-483d-a660-faf1ea2bc233]
[userman service]    at LogicBase.Framework.DataLayer.DALProxy.ExecuteQuerySingleRecord(DatabaseQuery query)
[userman service]    at LogicBase.Ensemble.Userman.ServiceCore.Group.LoadByID(String groupID)
[userman service]    at LogicBase.Ensemble.Userman.Userman.GetGroupByID(String sessionID, String id, String connectionContextName)
 
Error,23 January 2014 15:54:43,[taskman service] Error loading tasks.
[taskman service] Client Host Information: 
[taskman service] IP: 10.80.26.40
[taskman service] HostName: 10.80.26.40
[taskman service] Browser: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; .NET4.0C; .NET4.0E)
[taskman service] -- error.ToString() --
[taskman service] LogicBase.Framework.DataLayer.DataLayerException: Could not find [Group]  where [GroupID] Equal [40cd4429-9c96-483d-a660-faf1ea2bc233]
[taskman service]    at LogicBase.Ensemble.Userman.Userman.GetGroupByID(String sessionID, String id, String connectionContextName)
[taskman service]    at LogicBase.Ensemble.Permissions.PermissionHelper.GetReferenceName(PermissionType referenceType, String referenceID)
[taskman service]    at LogicBase.Ensemble.WorkflowTasks.ServiceCore.TaskAssignment.TestIfUserIsAssigned(TaskAssignment[] assigns, String userEmail, String taskID, String startUserEmail)
[taskman service]    at LogicBase.Ensemble.WorkflowTasks.ServiceCore.Task.GetTasksByUserEmail(String userEmail)
[taskman service]    at LogicBase.Ensemble.WorkflowTasks.WorkflowTasks.GetTasksByUserEmail(String sessionID, String userEmail)
 
Error,23 January 2014 15:54:43,[global] Application 'LogicBase.Ensemble' error
[global] Client Host Information: 
[global] IP: 10.80.26.40
[global] HostName: 10.80.26.40
[global] Browser: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; .NET4.0C; .NET4.0E)
[global] -- error.ToString() --
[global] System.Web.HttpUnhandledException: Exception of type 'System.Web.HttpUnhandledException' was thrown. ---> LogicBase.Framework.DataLayer.DataLayerException: Could not find [Group]  where [GroupID] Equal [40cd4429-9c96-483d-a660-faf1ea2bc233]
[global]    at LogicBase.Ensemble.WorkflowTasks.WorkflowTasks.GetTasksByUserEmail(String sessionID, String userEmail)
[global]    at LogicBase.Ensemble.Reports.WebParts.ProcessActions.OnPreRender(EventArgs e)
[global]    at System.Web.UI.Control.PreRenderRecursiveInternal()
[global]    at System.Web.UI.Control.PreRenderRecursiveInternal()
[global]    at System.Web.UI.Control.PreRenderRecursiveInternal()
[global]    at System.Web.UI.Control.PreRenderRecursiveInternal()
[global]    at System.Web.UI.Control.PreRenderRecursiveInternal()
[global]    at System.Web.UI.Control.PreRenderRecursiveInternal()
[global]    at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
[global]    --- End of inner exception stack trace ---
[global]    at System.Web.UI.Page.HandleError(Exception e)
[global]    at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
[global]    at System.Web.UI.Page.ProcessRequest(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
[global]    at System.Web.UI.Page.ProcessRequest()
[global]    at System.Web.UI.Page.ProcessRequest(HttpContext context)
[global]    at ASP.portal_template66_33_aspx.ProcessRequest(HttpContext context)
[global]    at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()
[global]    at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)
 
Justin Dybedahl's picture

What kind of process are these that produce this error?  Are they new processes or old?  By any chance did you delete any of the out-of-box groups in SD?  Some of the workflows within SD 7.1 SP1 refer to Support, Support II, and Service Managers.  I'm not sure about the other processes such as CM or PM, but I would assume they have their default groups.

NigelP's picture

The error occurs when I try to access a SD incident ticket from a 'view incident' link on an email. They could be old or new incidents. I have not deleted any out-of-the-box groups; the 'Groups' table looks more or less the same as the one in the backup taken a few months previously with only new ones added.

Aryanos's picture

If all you're trying to do is work the tickets then what you can do is create a new group and then update the GroupID column in the Group table with the the group id the tickets are looking for. At least that way you can open the tickets and work them.

I like my beats fast and my bass down low

NigelP's picture

Thanks, Aryanos. I created the group and, when I followed the link, it just came back with the same message but for a different GroupID. 

The other thing is that I can access the ticket when logged in to SD as a technician; it's only the email link to Reports/OpenProcess.aspx that's throwing the error message.

It's like the process doesn't have access to view the ticket because the service account's in the wrong group.  

Aryanos's picture

Is that error message coming up for the same ticket that had the previous error? If it's for a different one then there may be multiple groups that are missing. Also, can you still work the ticket if the error occurs? 

I like my beats fast and my bass down low

NigelP's picture

The same error message is coming ou for the same ticket and it also comes up for other tickets. I had a situation yesterday where a ticket went into exception, I was able to use the email link to get to it in order to 'respond' but then the screen refresh threw the error. 
All affected tickets can still be accessed and worked through the normal resolver/technician portal. 

NigelP's picture

This was resolved pretty quickly after I logged a support ticket to Symantec.

It seems that my scanning script failed to identify a [TaskAssignment] to a non-existent 'Reference' ([Group]). Symantec Support provided a script to run down the database and identified the rogue record and a little bit of sql changed the assignment to an existing [Group].

Many thanks to all who contributed here and to Julia @ Symantec Support.

Nigel.