ServiceDesk

We have this problem with ServiceDesk that seems to point back to an issue in the SMP somewhere. Support doesn't seem to want to work on the tickets that I've put in about it so I thought I'd ask here in case someone has an idea. This is a long story so bear with me....

In SD there's a function in the Advanced Incident form that lets a technician manage equipment. Clicking this button calls a specific project which then queries the SMP. Everytime I click on the button the form eventually times out. The logs on the SD server point to a timeout issue and then looking on the NS the log there also points to a timeout. There's a KB article that mentions how to modify the project if this is happening, however when trying to create the integration library it needs to query the NS again and guess what, it times out! I can access the URL both remotely and on the NS specified just fine but when I click on the appropriate aspx page and invoke it, it times out (http://localhost/altiris/asdk.ns/ItemManagementService.asmx/GetItemsByType). The logs then state (on the NS) that there was an error calling the spASDKGetItemsByType. I verified that the stored procedure is there and that I could run it ok from the SQL server. The NS credentials appear right and there are no errors with permissions. 

This is driving me crazy, any help would be appreciated.

Hi JPellet2, can you run this when replacing localhost with the server name, I didnt have this issue or atleast I dont think I did. When we built our NS box some of the applications did not populate in IIS so I had to add them manually, some of the workflows (applications) related to assets management.

While this works for me I am also unable to invoke the page you have listed about, I suspect due to it needing an ID before it cant retrieve asset info from the NS box.

Do you want to send a screen shot of the applications you have published on your NS box and I will compare them with mine.

Have you been able to resolve this, because Symantec Support gave me a fix/workaround.

Let me know, and I can post the info. to modify the workflow.

If you could post the workflow I would appreciate it, it may help me with another issue I have which is very similar. 

Thanks

Phil

SD.DataServices  >  Get All Collections Model  >  Delete the GetItemsByTypeComponent  >  Create Integration Library  >  Select Generator  >  Query/Script Generator opens the WizardForm  >   Select provider  >  SQL Server provider  >  add the Connection string to access your SMP CMDB database  >  Enter SQL Query:

SELECT DISTINCT i.Guid, i.ClassGuid, i.Attributes, vc.name as 'name' FROM vItem i JOIN ClassBaseClass CBC on i.ClassGuid=CBC.ClassGuid JOIN Class on i.ClassGuid=Class.Guid JOIN vcollection vc on vc.guid = i.guid LEFT outer Join vItemFolder ifldr on i.Guid=ifldr.ItemGuid LEFT outer join String StringType ON CBC.BaseClassGuid = StringType.BaseGuid and ((StringType.StringRef = 'creatableclass' OR StringType.StringRef = 'itemtype') and StringType.Culture = '') WHERE StringType.String = 'Altiris.NS.StandardItems.Collection.NSDataSrcBasedWithExplicitResourceCollection'

Click Next, then click Next on Step 2. and 3.  >  Step 4. Fields  >  Check Returns Data, then Next  >   Step 5. Give the component a name (GetAllCollections721) tabbing auto populates the othere two fields  >  Finish then comes the Category and Icon screen, Save, I made no changes  >  Compile and Close  >  Find and place GetAllCollections721 on Get All Collections Model  >  Find and place Multiple Value Mapping component between GetAllCollections721 and Simple Collection Sort  >  Select Source Array Type for your new component  >  Create Item For Each and change to Process Variables  >  Add Array selecting your array  >  Mapping Target Type and select Altiris.WebServices.Item.ItemDetails  >  Target Mapping Definition (do the mapping)  >  Output Variable Name (GetItemsByTypeComponentResult)

I have tried this but unfortunately creating the integration library also times out! Insane....