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SD 7.5 - Submit Incident Advanced Departments Dropdown

Created: 26 Feb 2013 • Updated: 26 Feb 2013 | 5 comments
This issue has been solved. See solution.

So I have this issue in ServiceDesk where we have lots of departments (900+).  In 7.1 you can follow instructions (http://www.symantec.com/business/support/index?page=content&id=TECH145559) to modify the SD.DataServices project to get this to work (and it works fine on our Prod SD, which is 7.1 SP1).  However, since in 7.5 SD.DataServices is locked down, how do we make this work? 

I opened the Submit Incident (Advanced) form from my service catalog, and we're now going on over 5 minutes and it hasn't loaded.

I tried to invoke the GetAllDepartments function from the DataServices.asmx web portal, and I never get any data, since it times out.  The other functions work just fine, so it's narrowed down to GetAllDepartments.

I appreciate the assistance!

Operating Systems:

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TGiles's picture

This issue was addressed with a point fix shortly after ServiceDesk 7.5 was released. You can find information on all ServiceDesk 7.5 point fixes in TECH202844

This article will also include links to the individual articles created for each point fix to give additional information. 

SOLUTION
etk1131's picture

Thanks!  Looks good so far.  I'll be sure to bookmark the article for future reference!

etk1131's picture

Ok, maybe I jumped the gun on this one.  The Technician form loads now, but the Department dropdown is not populated.  If I run the GetAllDepartments from the SD.DataServices.asmx project, I get the following error:

LogicBase.Framework.ObjectDeserializationError: could not deserialize: LogicBase.Core.IOrchestrationComponent[] ---> System.Exception: exception deserializing array ---> LogicBase.Framework.ObjectDeserializationError: could not deserialize: LogicBase.Core.Data.DataDefinition[] ---> System.Exception: exception deserializing array ---> LogicBase.Framework.ValueDeserializationError: could not deserialize attribute : dataType(System.Type)  ---> System.Exception: could not find type SD.Components.NotificationServer7Reports.GetAllDepartmentsResult
   at LogicBase.Framework.TypeTypeConverter.ConvertFromString(String value, Type t)
   at LogicBase.Framework.ObjectReadStream.ReadSimpleConverter(ObjectStorageValue objValue, Type type, ObjectStorageSimpleTypeConverter converter)
   --- End of inner exception stack trace ---
   at LogicBase.Framework.ObjectReadStream.ReadSimpleConverter(ObjectStorageValue objValue, Type type, ObjectStorageSimpleTypeConverter converter)
   at LogicBase.Framework.ObjectReadStream.GetValue[T](String name)
   at LogicBase.Core.Data.DataDefinition.ReadFromStream(ObjectReadStream info)
   at LogicBase.Framework.ArrayTypeConverter.GetObject(ObjectStorageContainer container, ObjectStorageObjectData values, Type arrayType, ObjectStorageErrorHandler errorHandler)
   --- End of inner exception stack trace ---
   at LogicBase.Framework.ArrayTypeConverter.GetObject(ObjectStorageContainer container, ObjectStorageObjectData values, Type arrayType, ObjectStorageErrorHandler errorHandler)
   at LogicBase.Framework.ObjectReadStream.ReadRelationshipConverter(ObjectStorageValue objValue, Type type, ObjectStorageRelationshipTypeConverter converter)
   --- End of inner exception stack trace ---
   at LogicBase.Framework.ObjectReadStream.ReadRelationshipConverter(ObjectStorageValue objValue, Type type, ObjectStorageRelationshipTypeConverter converter)
   at LogicBase.Framework.ObjectReadStream.GetValue[T](String name)
   at LogicBase.Core.Data.DataDefinitionCollection.ReadFromStream(ObjectReadStream info)
   at LogicBase.Framework.ObjectReadStream.ReadIStorable(ObjectStorageValue objValue, Type type)
   at LogicBase.Framework.ObjectReadStream.GetValue[T](String name)
   at LogicBase.Core.AbstractWaveDefinition.ReadFromStream(ObjectReadStream stream)
   at LogicBase.Core.ContainerMappingDefinition.ReadFromStream(ObjectReadStream stream)
   at LogicBase.Framework.ObjectReadStream.ReadIStorable(ObjectStorageValue objValue, Type type)
   at LogicBase.Components.Default.Mapping.MultipleValueMappingComponent.ReadFromStream(ObjectReadStream info)
   at LogicBase.Framework.ArrayTypeConverter.GetObject(ObjectStorageContainer container, ObjectStorageObjectData values, Type arrayType, ObjectStorageErrorHandler errorHandler)
   --- End of inner exception stack trace ---
   at LogicBase.Framework.ArrayTypeConverter.GetObject(ObjectStorageContainer container, ObjectStorageObjectData values, Type arrayType, ObjectStorageErrorHandler errorHandler)
   at LogicBase.Framework.ObjectReadStream.ReadRelationshipConverter(ObjectStorageValue objValue, Type type, ObjectStorageRelationshipTypeConverter converter)
   --- End of inner exception stack trace ---
   at LogicBase.Framework.ObjectReadStream.ReadRelationshipConverter(ObjectStorageValue objValue, Type type, ObjectStorageRelationshipTypeConverter converter)
   at LogicBase.Framework.ObjectReadStream.GetValue[T](String name)
   at LogicBase.Core.Models.AbstractComponentModel.ReadFromStream(ObjectReadStream info)
   at LogicBase.Framework.ObjectStorage.ContainerDeserialize(ObjectStorageContext context, ObjectStorageContainer container)
   at LogicBase.Framework.ObjectStorage.ZipDeserialize(ObjectStorageContext context, Stream stream)
   at LogicBase.Framework.ObjectStorage.Deserialize(FileInfo fromFile)
   at LogicBase.Core.AbstractOrchestrationProject.GetComponentModelPrivate(Model model, Type componentModelType)
   at LogicBase.Core.AbstractOrchestrationProject.GetComponentModel(String name)
   at LogicBase.Core.Models.Decision.DecisionExecutionEngine.Start(IData data, String modelName)
   at Default.ServiceDeskDataServices.GetAllDepartments()

I tried to follow the link next to the description of the Get All Departments timeout (http://www.symantec.com/docs/tech200277), but it doesn't go to that article, so I don't know if there's more to this setup.

Thanks again for the help!

TGiles's picture

Sorry about that. The article specified should have been Tech200227 for additional information for the Get All departments fix.