Workflow and ServiceDesk Community

 View Only

  • 1.  ServiceDesk Email Configuration

    Posted Apr 12, 2013 09:50 AM

    I have a new install of ServiceDesk 7.5. SMP and SQL sit on another server.  All OS's are 2008 R2. SQL is 2008 R2. Workflow credentials to SMP work fine.  Notifications from SMP work fine. 

    However, ServiceDesk does not send any notifications to technicians. I am a newbie to ServiceDesk (Altiris Helpdesk User) and I can't figure out where I am going wrong.  We use GMAIL so, an SMTP email server was set up just to pass the Helpdesk ticket notifications and it is still working fine.  I am trying to use this same email server to do the same for ServiceDesk. I am not against just using GMAIL if someone can tell me how to set that up (wasn't possible with Helpdesk).

    I would appreciate any help.  Here is what I see in the workflow log:

     

    Application Name : SD.IncidentManagementSimple
    Process ID : 824
    Date :4/12/2013 8:41:26 AM
    Log Level :Error
    Log Category :Symantec.Workflow.Translation.SmpPlugin
    Machine Name : SERVICEDESK
    Message : 
    Error getting translation strings from SMP. If you do not use SMP you may remove [WORKFLOW INSTALL FOLDER]\Shared\translation\Symantec.Workflow.Translation.SmpPlugin.dll to decrease initial load time of workflows. System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at http://smp/Altiris/Workflow/TranslationService.svc that could accept the message. This is often caused by an incorrect address or SOAP action. See InnerException, if present, for more details. ---> System.Net.WebException: The remote server returned an error: (404) Not Found.
       at System.Net.HttpWebRequest.GetResponse()
       at System.ServiceModel.Channels.HttpChannelFactory.HttpRequestChannel.HttpChannelRequest.WaitForReply(TimeSpan timeout)
       --- End of inner exception stack trace ---
     
    Server stack trace: 
       at System.ServiceModel.Channels.HttpChannelUtilities.ProcessGetResponseWebException(WebException webException, HttpWebRequest request, HttpAbortReason abortReason)
       at System.ServiceModel.Channels.HttpChannelFactory.HttpRequestChannel.HttpChannelRequest.WaitForReply(TimeSpan timeout)
       at System.ServiceModel.Channels.RequestChannel.Request(Message message, TimeSpan timeout)
       at System.ServiceModel.Dispatcher.RequestChannelBinder.Request(Message message, TimeSpan timeout)
       at System.ServiceModel.Channels.ServiceChannel.Call(String action, Boolean oneway, ProxyOperationRuntime operation, Object[] ins, Object[] outs, TimeSpan timeout)
       at System.ServiceModel.Channels.ServiceChannelProxy.InvokeService(IMethodCallMessage methodCall, ProxyOperationRuntime operation)
       at System.ServiceModel.Channels.ServiceChannelProxy.Invoke(IMessage message)
     
    Exception rethrown at [0]: 
       at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg)
       at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData& msgData, Int32 type)
       at Symantec.Workflow.Translation.SmpPlugin.Translation.ITranslationService.GetStringsByCulturalInfo(Guid baseGuid, String cultureName)
       at Symantec.Workflow.Translation.SmpPlugin.TranslationPlugin.GetDictionary(Guid baseGuid, CultureInfo culture)


  • 2.  RE: ServiceDesk Email Configuration

    Posted Apr 12, 2013 10:20 AM

    The "error" above is referring to Workflow's inability to contact the SMP to fetch translations. This could be due to the Workflow solution not being installed on the SMP, invalid SMP credentials in Workflow Explorer, or some other network issue.

    If you aren't overly concerned with receiving translations in non-English languages, you can physically remove the translation plugin as described above in the error. Once deleted, restart the Symantec Workflow Server service, and the error should go away.

    Email Settings for ProcessManager are defined in the portal settings. Go to Admin - Portal - Master Settings to edit them. I'm not sure right now, but ServiceDesk might introduce their own settings variables as well. These can be changed by going to Admin - Data - Application Properties and selecting the SD Profile.



  • 3.  RE: ServiceDesk Email Configuration

    Posted Apr 12, 2013 10:24 AM

    I have configured the email settings in application properties. It is a bit confusing.  There are setting for SMTP and settings to monitor incoming mail.  I do not want to monitor incoming mail, I just want to send ticket assignment notifications thru SMTP server.  What I noticed is that in Helpdesk it actually gives you a place to put in the username and password for the account.  This doesn't appear to be the case in SD.

     

     



  • 4.  RE: ServiceDesk Email Configuration

    Posted Apr 12, 2013 10:58 AM

    missyd,

    Currently, with SD version 7.5.1, there is no out-of-the box setup for SMTP authentication. You just have to set up your SMTP gateway to recieve from one IP Address and then relay outside, as required.

    SMTP authentication is coming in the next version of SD, which I believe to be coming out in April/May time.

    Otherwise, if you cannot wait until then, you could create a workflow and call that to send the emails, as needed.

    I believe that you can switch off the mailbox monitoring when you install the SD or later on the Admin Portal Master Settings and there is a tickbox.

    Hope that this helps.

    Kindest regards,

    QuietLeni