Submitting ticket on behalf of another user causes error
Updated: 21 May 2010 | 3 comments
This issue has been solved. See solution.
Has anyone see this issue:
When creating a new ServiceDesk Request and selecting Someone Else from the Who does this effect option, the normal lookup box comes up. After finding the user and clicking submit you are taken to a screen to add contact notes. Regardless if I add notes or leave it blank it comes up with this error:
Incident Management
Incident Management An error has occurred.
[ProfileProperties].service_desk_settings_critical_error_contact_name
does not exist at property
[ProfileProperties].service_desk_settings_critical_error_contact_info
does not exist.
Once you close the error box the entire ticket closes.
Any ideas?
Thanks
Incident Management
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Comments
Go to Application Properties
Go to Admin/Data/Application Properties in the portal, and select the ServiceDesk profile. Add the values "
CriticalErrorContactInfo" and "
CriticalErrorContactName", if they're not there (judging by the error, they're probably not). I'd give them some value, as well, then retry. Don't know why they didn't deliver these vals on install, though.
Thanks for the response. I
Thanks for the response. I did what you had recommended. The profile had the CriticalErrorContactInfo and CriticalErrorContactName but there values were blank. I add the values, restarted IIS and even went as far as restarting the ServiceDesk Server and the error still ocurres. Might there be something else I am missing?
Thanks
Fixed
Contact Symantec about this issue and after 2 hours (and a failed install by tech support also), one of the level 2 techs helped another customer with the same error. I had to uninstall SD and remove the 3 sql components that is part of the requirements. Somehow one, or multiple, did not install correctly. After I removed everything I rebooted the server, installed the three SQL components and then SD. Everything went smooth as silk.
Hope this helps someone else out there :)
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