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Service Desk 7.5 Automation rule add rule error

Created: 10 Nov 2012 | 6 comments


I just installed Service Desk 7.5 and to going to add rule in automation rule set facing this error.

Admin --- Automation Process --- Manage RuleSet --- Ruleset: OnIncidentReceived --- Add rule

On this If I am going to create add rule it giving attach error

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jpellet2's picture

Does this happen when you try to add other automation rules? Also what does the log say, it might help point to the issue. 

vikas1101's picture


Yes this error comes when we going to add other automation rules.

There is no any log error we found

jpellet2's picture

I'm sorry, I meant is there anything displayed when you click the little '+' next to "Log" in the screenshot you showed in your post?

TGiles's picture

The error is indicating that the system was unable to find a necessary entry in the Symantec.ServiceDesk.Im.Automation.dll. This file should be found in %ProgramFiles%\Symantec\Workflow\Shared\customlib.

The file should be 90,112 bytes and version 

Can you confirm this file exists?

vikas1101's picture

Hi TGiles

The Symantec.ServiceDesk.Im.Automation.dll file is present in given path