ServiceDesk

I changed the default incident priority settings because my company needs them set a certain way, and now when I go to edit the subtask templates I get an error.  It seems like the priority values I created aren't mapping properly, as the error in the log states that the requested value of the subtask priority was not found.

So my next thought was to take a look at the project and figure out what was missing, and then fix it.  But it looks like the SD.IncidentManagementSimple.SubtaskTemplates project is one that wasn't opened up for editing.

I guess the first question would be why isn't this able to be edited, and the second one is if I make a new project to handle subtask templates, and point the Manage Subtask Templates service catalog item to it, will that have a negative impact on Incident Management? 

How has anyone else handled this?

I appreciate the feedback.

Without having the specific error w/ stack trace information can't specifically say what the issue is. 

The subtask template project is not provided to prevent customizations that would break Incident Management. If you wish to create your own template process  support for the process would not be available if something stopped working.

Here are the error log details.  I get this error when I search for a user to assign to the subtask.  I'm trying to set a template for a subtask on a New Hire ticket (priority is NH - New Hire).

Thanks for taking a look!

Application Name : SD.IncidentManagementSimple.SubtaskTemplates
Process ID : 6136
Date :4/10/2013 8:12:55 AM
Log Level :Error
Log Category :LogicBase.ExecutionEngine
Machine Name : ServiceDesk Server
Message :resulting exception from execution
System.Exception: exception component created:  ---> LogicBase.Framework.BusinessRuleException: The critical error failed execution on component Add/Edit Subtask Form : Requested value 'NH - New Hire' was not found. :    at System.Enum.Parse(Type enumType, String value, Boolean ignoreCase)
   at LogicBase.Core.Data.DataHandlersAttribute.EnumValueDataHandler.Convert(Object o)
   at LogicBase.Core.Data.OrchestrationData.PropertySetValue(Object instance, String name, Object value, String fullName)
   at LogicBase.Core.Data.OrchestrationData.SetValue(String name, Object value)
   at LogicBase.Components.FormBuilder.DropDownListComponentRenderer.AddData(Object controlData, IData data)
   at LogicBase.Components.FormBuilder.FormBuilderComponentRenderer.LoadComplete()
   at LogicBase.Components.FormBuilder.FormBuilderComponent.LogicBase.Core.Models.Dialog.IAspNetPageComponent.LoadComplete(ComposerForm page)
   at LogicBase.Core.Models.Dialog.ComposerForm.OnLoadComplete(EventArgs e)
   --- End of inner exception stack trace ---
   at LogicBase.Core.ExecutionEngine.ExceptionComponentDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context)

It's a known issue. The reason why this happens is that subtasks do not work with custom priorities.

The fix will be subtask priorities being hardcoded to the default list instead of retrieving the list from ServiceDeskSettings.

TECH202398: KNOWN ISSUE: When creating a Subtask Template with custom priority, an application error is thrown

Thanks Toomas.  Glad it wasn't something I did.  It is unfortunate that you can't have subtasks with custom priorities, and also that you can't assign them to a queue instead of an individual.

I appreciate the quick responses, as always.

It is definitely not something you did. As long as at least one default priority remains, using that for subtasks will do as a workaround for now.

It is just how Workflow is built at this point, custom priorities for processes (Incidents, Problems, Changes etc) are fine, but Tasks operate only with built-in set of priorities. The tasks in ServiceDesk are mostly just left at Normal priority and practically all reporting operates with Process priority.

Assigning Subtasks to queue is something that has been asked for before (link) from the responses in the linked thread, it looks like this will make it to SD 7.5 MP1.

Hi etk1131,

It actually looks like they are adding the ability to assign subtask to groups not queues for 7.5 MP1.

Kindest Regards,

CNWilliams

Great, thanks to all for the fantastic info!

Does any buddy know when SD 7.5 MP1 is going to be released.