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ServiceDesk SP1 Rollup Point Fix

Created: 07 Jun 2012 | 12 comments

Has anyone else run the ServiceDesk SP1 Rollup Point Fix? We installed it on Tuesday and things have been running well so far except for a few broken reports that we had to fix but we're still getting lots of ZombieCheck errors that were supposed to have been fixed with this rollup. Just curious to see if anyone else has been experiencing the same issue.

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Justin Dybedahl's picture

We're running it here for about a month.  I would see 3-5 tickets fail because of SQL deadlock issues.  After applying the update, I've had 0 so far.  A couple of the default reports changed on the Tickets screen and I had to reimport the older version from our dev server but other than that, reports haven't been an issue.

Arun_Singh's picture

Hi Aryanos,

 

The reason you are still seeing the ZombieCheck exceptions is due to the “Put Message in Exchange” components that are used within the SD.IncidentManagement Workflow. You need to replace all instances of this component with the "Save External Data" components for the ZombieCheck exceptions to stop occurring.
 
Please implement the following steps to replace these components:
 
1) Open the SD.IncidentManagement Workflow and then click on "Find Components", which is located on the left hand pane
3) Search for "Put Message in Exchange". You should get 3 results.
4) Double click on each of the results to be automatically taken to the location of the components which need to be replace.
5) Delete the "Put Message in Exchange" component and replace it with the "Save External Data" component (Do this for the remaining "Put Message in Exchange" components
NOTE: You need to also do the above steps for the “Save Incident” and “Send Incident to Reassignment Process” components.
7) Save and Publish the changes
 
All of these components must be replaced with “Save External Data” components in order for the 7.1 SP1 rollup to function properly.
 
I hope this information helps.
 
Aryanos's picture

Thanks for the instructions. In step 5 you specify that the "Save Incident" named components should be swapped out as well and most already seem to be Save External Data Components and there are Copy Data Element to New Location components with the same name.

Are you saying all of those components that are named "Save Incident" should be SaveExternalDataComponent's or can the copy ones stay as is?

I like my beats fast and my bass down low

jrivard's picture

You're also going to need a new Incident Reassignment task workflow that Support can provide you because the IncidentEscalate workflow is called using the "Put Message in Exchange" component. 

Aryanos's picture

Support never mentioned this to us when implementing the SP1 Point-Fix Rollup. There really needs to be better documentation on what is needed to fully implement this rollup because all we got was a document on how to install it and not the other additional requirements mentioned in this thread.

I like my beats fast and my bass down low

jrivard's picture

I finally got the deadlocks fixed yesterday and implemented today.  There are apparently several revisions of the Sp1 rollup and originally I had an older version of it.  After apply the latest roll up, applied the swap of the Put In Exchange component with SaveExternalData component, and now have the new reassignment task.  Ticket reassignments are immediate!  Phew.

Aryanos's picture

I swapped out all the Put In Exchange components (there was total of 4) but haven't published it yet because you said we need the revised incident escalation workflow. I've contacted Support for it but do you know if they need to be released at the same time? All I want is this thing to be stable and it's taking a lot of work to get it there.

I like my beats fast and my bass down low

jrivard's picture

You will need a revised reassign incident smart task and the Incident Escalation workflow can remain unchanged..  There are infact a total of 7 "Put Message in Exchange" components that need to be swapped out for the "Save External Data" component.

 

3 in the Initial Diagnosis - Interaction Setup (2 - Put in Exchange, 1 - Send Inident to Reassignment Process"

1 in the Reassign Incident Smart Task (1 - Put in Exchange)

1 in the Schedule for Later Smart Task ( 1 - Put in Exchange)

2 in the Reclassify Smart Task (1 - Put in Exchange, 1 - Send Incident to Reassignment Process)

 

You need the revised assignment smart task or your assignments will stop working.

 

 

Aryanos's picture

Called Support and what they did was put the SD.IncidentEscalation workflow inside the Reassign smart task so that it doesn't call that workflow. However you would need to do this in the Reclassify smart task as well since we're taking out the exchange components because if you call the SD.IncidentManagement it won't find the incident to escalate. This helps in the speed of the reassignments but also adds data to the process.

Should we be removing the data that was added or does it get removed when it leaves the smart task? I don't want any data building up over time or does it not matter? 

I like my beats fast and my bass down low

jrivard's picture

doesn't need to be modified at all.  It will still use the exchange method of messaging and functions properily, although not quite as quickly as the reassignment smart task.  There will be no left over data that would cause any issues in the short term or long term.

Aryanos's picture

The data in the Reassign smart task should be removed because the data is not needed anywhere in the process for better data cleaning but when we replace the Send Incident to Reassignment Process component in the reclassify smart task then we're no longer storing the message so when the SD.IncidentEscalation is called it can't find it.

What I did was take the revised reassign smart task and put it in the in the reclassify so that it no longer calls the SD.IncidentEscalation workflow and it works like the new reassign and cleaned up the data. It didn't make sense for me to have two different ways to reassign an incident.

I like my beats fast and my bass down low

Aryanos's picture

There was a revision to the instructions. You still need to delete the Send Incident to Reassignment Process in the Reclassify and add the SaveExternalData component but change the URL for the Terminate and Transfer to Escalation components to ResponseReassignIncidentPageURL. There are two places you have to do this so do a search.

Basically what this does bypass the call to SD.IncidentEscalation and goes straight into the revised Reassign smart task that we just did which is what we want to do for the reassign speed.

I like my beats fast and my bass down low