ServiceDesk

I see ServiceDesk 7.5 SP1 (previously referred to as Apollo and 7.6) has made it to the SIM.  Has anyone else tried this yet?

I'm seeing an odd issue where I can update Workflow but the ServiceDesk part of the install is failing with a message "Could not create ProcessManager session: [The underlying connection was closed: An unexpected error occurred on a send.]".  

The full messages the logs are:

INFO 09:41:02,527 4 Symantec.ServiceDesk.Installation.Core.SystemCheck - Executing system check [30] with description [Workflow Server to ProcessManager Portal Connection]

DEBUG 09:41:08,555 4 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Logging into ProcessManager using userman service at [https://sd75:80/ProcessManager/userman/userman.asmx]...

ERROR 09:41:11,506 4 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Could not create ProcessManager session: [The underlying connection was closed: An unexpected error occurred on a send.]

System.Net.WebException: The underlying connection was closed: An unexpected error occurred on a send. ---> System.IO.IOException: The handshake failed due to an unexpected packet format.

   at System.Net.Security.SslState.StartReadFrame(Byte[] buffer, Int32 readBytes, AsyncProtocolRequest asyncRequest)

   at System.Net.Security.SslState.StartReceiveBlob(Byte[] buffer, AsyncProtocolRequest asyncRequest)

   at System.Net.Security.SslState.CheckCompletionBeforeNextReceive(ProtocolToken message, AsyncProtocolRequest asyncRequest)

   at System.Net.Security.SslState.StartSendBlob(Byte[] incoming, Int32 count, AsyncProtocolRequest asyncRequest)

   at System.Net.Security.SslState.ForceAuthentication(Boolean receiveFirst, Byte[] buffer, AsyncProtocolRequest asyncRequest)

   at System.Net.Security.SslState.ProcessAuthentication(LazyAsyncResult lazyResult)

   at System.Net.TlsStream.CallProcessAuthentication(Object state)

   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)

   at System.Net.TlsStream.ProcessAuthentication(LazyAsyncResult result)

   at System.Net.TlsStream.Write(Byte[] buffer, Int32 offset, Int32 size)

   at System.Net.PooledStream.Write(Byte[] buffer, Int32 offset, Int32 size)

   at System.Net.ConnectStream.WriteHeaders(Boolean async)

   --- End of inner exception stack trace ---

   at System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request)

   at System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request)

   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)

   at LogicBase.Core.Ensemble.UserMan.Userman.LoginUser(String email, String password)

   at Symantec.ServiceDesk.ModuleFramework.PmServiceFacade.RefreshSessionId()

INFO 09:41:11,627 4 Symantec.ServiceDesk.Installation.Core.SystemCheck - Finished executing system check [30]. Return message is [Unable to connect]

WARN 09:41:11,627 4 Symantec.ServiceDesk.Installation.Core.SetupProgram - Prerequisite check [DetectPortalConnection] failed: Unable to connect

WARN 09:41:11,646 1 Symantec.ServiceDesk.Installation.App - Prerequisite check [Workflow Server to ProcessManager Portal Connection] failed and there is no remediation program specified

After posting this I noticed my Deployment Root URL (in the LocalMachineInfo Editor) had changed to https://SD75.  I'm pretty sure this was http:// prior to the Workflow upgrade.

Aaaannnd it didn't end there... 

The next error was 

INFO 10:12:56,351 4 Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep - Checking status of [1] distinct profiles found in all selected modules...

DEBUG 10:12:56,351 4 Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep - Building list of initial values for ServiceDeskSettings profile from the installer state...

ERROR 10:12:56,351 4 Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep - Caught [System.NullReferenceException] while checking application profiles

System.NullReferenceException: Object reference not set to an instance of an object.

   at Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep.GetInitialValuesForServiceDeskProfile()

   at Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep.DoExecute()

ERROR 10:12:56,351 4 Symantec.ServiceDesk.Installation.Core.InstallStep - InstallStep failed due to an exception

System.NullReferenceException: Object reference not set to an instance of an object.

   at Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep.GetInitialValuesForServiceDeskProfile()

   at Symantec.ServiceDesk.Installation.InstallSteps.InstallAppSettingsStep.DoExecute()

Is it working though?

Yes indeed it looks like its working. I hope this helps others if they see these errors.

I can see the new Manage Incidents menu item and page too.  It looks interesting but is a little slow to load on this particular server which is admittedly rather under-specced.

I never encountered any of the errors that you saw above and I appreciate that the upgrade process is lot easier now with the 7.5 platform.