ServiceDesk

Currently we are getting alot of exception errors caused by the 'ResolutionText To Incident Resolution' component in SD.IncidentManagement, it seems when a incident is resolved it has trouble processing the resolution, this seems intermittant and does not happen to every case, once the incident appears in the 'service managers' queue, we can usually 'return to process' and everything is ok but sometimes nothing will fix it. Has anyone come across this before, we are using Servicedesk 7.1 sp1

Servicedesk running on physical box 64GB Ram, 16CoreCPU, SQL offbox shared instance

Exception in Component:  ResolutionText To Incident Resolution

Exception Message:
data value ResolutionText does not exist

Exception StackTrace:
System.Exception: data value ResolutionText does not exist at LogicBase.Core.Data.OrchestrationData.SetValue(String name, Object value) at LogicBase.Core.Data.OrchestrationData.set_Item(String name, Object value) at LogicBase.Components.Default.Process.AssignDataComponent.Run(IData data) at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

We are seeing this error message too. It doesn't happen very often. We get around 1 error per day. I have tried to pinpoint the cause but it seems that there is no apparent reason why resolution sometimes doesn't get processed. We are also using SD 7.1 SP1.

At least once a day when technicians are closing tickets.  We also received an "Execution Engine Exception" error with Exception in Component: Handle Reassignment/Added Participant.  We are running SD 7.1 SP 1.

still happening including the handle reassignment/added participant exception, logged a case with symantec and they have provided me with a rollup package, which I intend to apply in a couple of weeks, i'll post how it goes. 

I too am experiensing the same behaviour with sd 7.1 sp1. It happens also just once in awhile.

If someone has been able to pinpoint the problem I would be happy to know about it also.

Did you manage to apply the rollup? We tried the rollup but had to revert back to previous installation as tickets that were created before the rollup couldn't be worked. We didn't have enough time to test what affect rollup had to resolutiontext issue. Most likely we will try this again at summer when things are a bit more quiet and we can work around the problems encountered by rollup. Really hoping that this would fix the problem.

Exception in Component:  ResolutionText To Incident Resolution

Exception Message:
data value ResolutionText does not exist

Exception StackTrace:
System.Exception: data value ResolutionText does not exist at LogicBase.Core.Data.OrchestrationData.SetValue(String name, Object value) at LogicBase.Core.Data.OrchestrationData.set_Item(String name, Object value) at LogicBase.Components.Default.Process.AssignDataComponent.Run(IData data) in c:\build\projects\WF71MR2\components\LogicBase.Components.Default\Process\InsertAndAssignData.cs:line 372 at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

We just started getting this error as well in addition to the ZombieCheck ones which is getting annoying. We're going to install the rollup for SP1 so hopefully it takes care of both. I think it's using the variable inside the workflow because if you look at the servicedeskincidentmanagement table the ResolutionText is there.

Ok, the rollup was applied last weekend and has now been running in our live environment for 4 days, so far we have not encountered the ‘resolutiontext’ exception error or the ‘Handle Reassignment/Added Participant’ error (so fingers crossed) and performance has marginally improved across the system  (cpu usage dropped by 2%, ram unaffected, reassignment lag only slightly improved), during the rollup install I had to slightly change the install instructions provided by Symantec for the rollup but after one failed install I was able to install rollup package successfully. We are now getting one other error (see below) but it’s not affecting system performance.

Application Name : SD.DataServices
Process ID : 5208
Date :16/05/2012 8:49:13 AM

Log Level :Error
Log Category :LogicBase.Components.Default.Logging.CreateLogEntryComponent
Machine Name : BAULDSD1
Message :
GetLocationForUserComponent Failed with the following message: Error reading associated resources ---> Conversion failed when converting from a character string to uniqueidentifier.  System.Web.Services.Protocols.SoapException: Error reading associated resources ---> Conversion failed when converting from a character string to uniqueidentifier. at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall) at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters) at Symantec.Workflow.Core.ResourceModelService7.ResourceModelService.GetAssociatedParentResources(Guid resourceTypeGUID, Guid resourceGUID, Guid associationType) at AltirisOutput7.ServiceHelper.GetAssociatedResourcesForParent(Guid id, String associationName, Type parentType, Type childType, String nsName, ProxySecurityToken token, Boolean useHttps) at AltirisOutput7.ResourceService.GetLocationForUserById(Guid userId, String nsName, ProxySecurityToken token, Boolean useHttps) at AltirisOutput7.ResourceService.GetLocationForUser(User user, String nsName, ProxySecurityToken token, Boolean useHttps) at Altiris7.ResourceComponents.GetLocationForUserComponent.Run(IData data) at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

I am not able to apply the rollup in my system at this time so I'm trying to find another way around this issue. I just figured out that this (and some other) error started to show up after environment had windows 7 rollout. The rollout included also Internet Explorer 9 and I'm starting to think that this is the problem.

We are now testing with other supported browsers to see if it has something to do with the issue.

This error is popping up all the time now and it's causing a lot of headaches. Still in the process of putting in the rollup fix but in the meantime has anyone figured out how to minimize this from happening? Looking at the logs it seems that we're getting a lot of deadlocks which then throws the error. Does anyone else see something similar in their environment?

That is the cuplrit for the issue, I see them all the time in my logs when the same error flags for me.  The rollup fix didn't fix the issue, but support has another one for me to apply which I haven't yet.

I believe the issue is from the Set SLA component in the Handle Reassignment/Added Participant model because it have the General option of "ThrowExceptionWhenLevelIsBad" enabled.  It probably would be possible to put an Except Trigger by Component in there and have it automatically resubmit to process to but I would think you'd need some randomization in there for wait state to resubmit or else have another dead lock happen.

Error,Tuesday, May 29, 2012 4:09:51 PM,An Exception has occured in the Incident Management process! Incident ID: IM-005748 Exception Component: Handle Reassignment/Added Participant

Error,Tuesday, May 29, 2012 4:09:51 PM,could not find item in external exchange. System.Data.SqlClient.SqlException: Transaction (Process ID 103) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

I had simliar errors in the past.  What I did was go in to SD.DataServices then went in to SearchForUser model.  Then disabled the "Are We Using AMS?" component and made the outcome to false.

The Get Location for User model calls the SearchForUser model for information.

Hope this helps.

If you can add troubleshooting log entries around where the problem happens that would probably help immensely to narrow down where exactly it happens.

I do believe at least once we have seen the ResolutionText variable along with its contents being there immediately before the component where the error comes from.

We tried to apply rollup one month ago and were unsuccesful. In result, we had to revert back to our backup. Now the odd thing is that after this we haven't seen any error messages for a month. Before rollup we had tickets going to various expections daily but now everything works as expected. I don't understand why this happened because we rolled back to version that should have had resolutiontext issue.