ServiceDesk

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  • 1.  ServiceDesk 7.1 Incident management error

    Posted Mar 09, 2012 07:52 AM

    Hi

    We just installed ServiceDesk 7.1 SP2 and facing error while Submitting Incident through user login as well as admin login

     



  • 2.  RE: ServiceDesk 7.1 Incident management error

    Broadcom Employee
    Posted Mar 09, 2012 02:47 PM

    ServiceDesk does not show any advanced error details to the end user.

    Look at the logs on ServiceDesk server (Logs folder under ServiceDesk install directory, C:\Program Files\Symantec\Workflow\Logs by default) from the same time for a more descriptive error message. In this particular case, look into sd.feeder.generalincident.log or sd.incidentmanagement.log

    Alternatively, if you are working on ServiceDesk itself (that you seem to be doing based on the localhost address), I would recommend keeping Log Viewer open for the initial testing so you are able to keep an eye on any errors that may occur.



  • 3.  RE: ServiceDesk 7.1 Incident management error

    Posted Mar 11, 2012 12:54 PM

    Hi

    No any logs created or no any logs we seen in log viewer

    We untick incident auto escalate after that some time it works and some time same error from client login as well as on server with admin@symantec.com login



  • 4.  RE: ServiceDesk 7.1 Incident management error

    Posted May 09, 2012 02:40 PM

    I have a silimiar problem in my SD 7.1 Sp1 Rollup environment.  Appears I get permissions isssues after logging in with admin and perform some sort of task on a ticket.  Same error you see above will be displayed and every worker in SD gets the same error.  The only way to recover is to restart workflow services and perform an IIS reset. 

    The issue seems to be related to the follow tech article: http://www.symantec.com/business/support/index?page=content&id=TECH179823&actp=search&viewlocale=en_US&searchid=1335548425907

    Support has assured me that the issue was fixed in SP1 rollup and SP2, but the problem still happens for me.



  • 5.  RE: ServiceDesk 7.1 Incident management error

    Posted May 09, 2012 04:47 PM

    If you are watching Symantec Workflow Explorer when accessing the page, do you see anything pop up in errors?  I know I had errors similar in my old SP1 environment because the SQL permissions did not apply correctly for the admin account.