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  • 1.  SD 7.1: Interesting Problem: Processes created without tasks!

    Posted Jul 12, 2011 07:43 PM

    So here's the situation:

    We started having trouble yesterday out of the blue where incidents were created but weren't being assigned to any group. I looked quickly but didn't pay much attention. Today I received more reports of the same. Looking at the logs revealed a major issue with SD.IncidentManagement where ProcessManager couldn't find a task component in the project. Republishing didn't help so I reverted to a backup that was a week old and that removed the errors and things started working. 

    However, the problem now is that there may be 40-50 processes that have been created that have no tasks associated with them which means that I can't assign them to anyone! Is there anyway that I can re-introduce these back into the workflow to have the tasks created, maybe with a URL which includes the taskID or any other way to manually create the task?

    If not and I have to recreate each one, then is there a way to remove these processes completely so that they aren't sitting open in the DB which will interfere with reports and views, etc.

    Thanks.



  • 2.  RE: SD 7.1: Interesting Problem: Processes created without tasks!

    Posted Jul 13, 2011 12:24 AM

    Tasks will fail to be created if a rule (or similar hardcoded instruction) tries routing to a non-existent group/user.  Check your Admin -> Automation Rules first to make sure there are no typos.  You will see Errors in the log generated by SD.IncidentManagement when this happens.

    If that doesn't help, can you provide more info on the specific values of the incident when submitted?  Is it only happening when submitted an Advanced or Simple incident?  A custom incident?



  • 3.  RE: SD 7.1: Interesting Problem: Processes created without tasks!

    Posted Jul 13, 2011 08:48 AM

    As I said, it manifested itself with the inability to assign tasks and then snowballed from there. Here are some of the logs that we captured:

     

     

    Application Name : SD.IncidentManagement
    Process ID : 1472
    Date :7/12/2011 12:42:16 PM
    Log Level :Error
    Log Category :Ensemble.WorkflowTasks.AddTaskAssigment
    Machine Name : SERVICEDESK
    Message : 
    Exception at Run method with message :Server was unable to process request. ---> Error executing sql query. ---> The INSERT statement conflicted with the FOREIGN KEY constraint "FK_TaskAssignment_Task". The conflict occurred in database "ProcessManager", table "dbo.Task", column 'TaskID'.
    The statement has been terminated.
     
     
     
    Application Name : SD.IncidentManagement
    Process ID : 1472
    Date :7/12/2011 12:43:11 PM
    Log Level :Error
    Log Category :LogicBase.Core.Models.Workflow.WorkflowServices
    Machine Name : SERVICEDESK
    Message : 
    System.NullReferenceException: Object reference not set to an instance of an object.
       at LogicBase.Components.ActiveDirectory.TaskListTaskSource.RemoveAssignment(String taskID, String trackingID, IData data) in c:\build\projects\MP1_KB54090\components\LogicBase.Components.ActiveDirectory\TaskListTaskSource.cs:line 202
       at LogicBase.Core.AbstractEnsembleWorkflowComponent.Finish(String taskID, String workflowID, IData data, String path)
       at LogicBase.Core.Models.Workflow.WorkflowServices.ReturnFromWorkflow(Object oparms)
     
     
    Application Name : Ensemble2006
    Process ID : 1472
    Date :7/12/2011 12:42:16 PM
    Log Level :Error
    Log Category :WorkflowTasks
    Machine Name : SERVICEDESK
    Message : 
    [taskman service] Error adding task assignment.
    [taskman service] Client Host Information: 
    [taskman service] IP: fe80::71f0:8191:a7b0:a51e%15
    [taskman service] HostName: fe80::71f0:8191:a7b0:a51e%15
    [taskman service] Browser: Mozilla/4.0 (compatible; MSIE 6.0; MS Web Services Client Protocol 2.0.50727.4952)
    [taskman service] -- error.ToString() --
    [taskman service] LogicBase.Framework.DataLayer.DataLayerException: Error executing sql query. ---> System.Data.SqlClient.SqlException: The INSERT statement conflicted with the FOREIGN KEY constraint "FK_TaskAssignment_Task". The conflict occurred in database "ProcessManager", table "dbo.Task", column 'TaskID'.
    [taskman service] The statement has been terminated.
    [taskman service]    at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection)
    [taskman service]    at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj)
    [taskman service]    at System.Data.SqlClient.TdsParser.Run(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj)
    [taskman service]    at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString)
    [taskman service]    at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async)
    [taskman service]    at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, DbAsyncResult result)
    [taskman service]    at System.Data.SqlClient.SqlCommand.InternalExecuteNonQuery(DbAsyncResult result, String methodName, Boolean sendToPipe)
    [taskman service]    at System.Data.SqlClient.SqlCommand.ExecuteNonQuery()
    [taskman service]    at LogicBase.Framework.DataLayer.DALProxy.ExecuteQueryNonQuery(DatabaseQuery query)
    [taskman service]    --- End of inner exception stack trace ---
    [taskman service]    at LogicBase.Framework.DataLayer.DALProxy.ExecuteQueryNonQuery(DatabaseQuery query)
    [taskman service]    at LogicBase.Ensemble.WorkflowTasks.WorkflowTasks.AddTaskAssigment(String sessionID, TaskAssignment taskAssignment)
     
     
     
     
    I think what happened was that an component got corrupt somehow which threw everything into a tailspin. Even republishing the current production SD.IncidentManagement project didn't work so I rolled back to the previous one and published it, restarted the server and the system was back in business. Now the issue is that I have those incidents with no tasks so they're open and exist but I can't assign them or do anything with them. There is nothing unique in the incidents and the techs were using both advanced and simple forms and all had the same issue.


  • 4.  RE: SD 7.1: Interesting Problem: Processes created without tasks!

    Posted Aug 31, 2011 03:12 PM

    I am having this same problem. We have about 10 tickets now that can't be reassigned/worked/closed etc. I'm new to ServiceDesk and have tried to get help from Symantec but haven't gotten very far yet. I'm going to look through the details above and see if I can sort out what I can do to fix it. (A big part of me doesn't want it to get fixed because I want a different software all together... but, alas, I have no budgeting control as I am but an hourly troglodyte).

    Thanks for posting this!



  • 5.  RE: SD 7.1: Interesting Problem: Processes created without tasks!

    Broadcom Employee
    Posted Sep 03, 2011 04:34 PM

    From the log entries it would seem that the Task entry itself is not created and these errors came after that.

    Did it happen after some change to SD.IncidentManagement? It is not very common for the workflow/component to get corrupted but it is possible that something in the server was malfunctioning.



  • 6.  RE: SD 7.1: Interesting Problem: Processes created without tasks!

    Posted Sep 06, 2011 06:32 AM

    I can see from the error message that you are using IP6. There are some tables that are not ready for IP6. The table size are nvarchar(16) for registring IP addresses but it should be at about 50 to represent a full IP6 address.

    Have you expanded the tables?



  • 7.  RE: SD 7.1: Interesting Problem: Processes created without tasks!

    Posted Sep 06, 2011 11:02 AM

    When you opened the "initial diagnosis" component in Sd.incidentmanagement project you could accidentally change the task source type value in assignment tab. The proper value there must be: Process manager task source.



  • 8.  RE: SD 7.1: Interesting Problem: Processes created without tasks!

    Posted Oct 21, 2011 08:43 AM

    Hi,

     

    I think this article can help you:

     

    http://www.symantec.com/docs/TECH133412http://www.symantec.com/docs/TECH133412



  • 9.  RE: SD 7.1: Interesting Problem: Processes created without tasks!

    Posted Oct 24, 2011 01:07 PM

    @Ole Jacob: I did notice that and am in the process of expanding the tables to support the IPv6 Addresses.

     

    @ Luis.Silva: That seems to be the issue for most of these cases. I noticed it myself just the other day when I was playing around with some that were orphaned so I will work on extending that table as well. I will post back my findings as soon as I can.