New England Security User Group

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  • 1.  Tasks being unassigned when adding an assignee

    Posted Apr 04, 2011 01:16 PM

    Hello all, I'm having a serious problem with tasks being unassigned when someone tries to add an assignee target. It doesn't happen to every single tasks in ServiceDesk but it is happening on a good number of tickets it is being a serious problem.

    A case scenario is that a task is assigned to a 'Support' group. A worker wants to add himself as an assign so they click on 'Reassign' and click on 'Add'. The ticket ends up being unassigned. At this point it won't be assigned to both 'Support' and the user. The task just ends up having no assignees at all. Below is the two log entries that I get when this happens. Any help is appreciated.

     

    Application Name: SD.IncidentManagement
    Process ID: 2308
    Date :Apr-04-2011 12:52:51 PM
    Log Level :Error
    Log Category :Ensemble.WorkflowTasks.AddTaskAssigment
    Message:
    Exception at Run method with message :Server was unable to process request. ---> Error executing sql query. ---> The INSERT statement conflicted with the FOREIGN KEY constraint "FK_TaskAssignment_Task". The conflict occurred in database "Ensemble", table "dbo.Task", column 'TaskID'.
    The statement has been terminated.

     

    Application Name: SD.IncidentManagement
    Process ID: 2308
    Date :Apr-04-2011 12:55:06 PM
    Log Level :Error
    Log Category :LogicBase.Components.Default.Logging.CreateLogEntryComponent
    Message:
    Assignment System could not Create Assignment for: 60ded9da-3cd0-4dd3-a4bc-d5e40d1fe4bb



  • 2.  RE: Tasks being unassigned when adding an assignee

    Posted Apr 08, 2011 03:48 PM

    I have gotten this issue as well but when it heppens to me i can no longer create incidents at all.  Luckily this has only happened on my development box.  I would like to know what is causing this as well since the only thing i can do it rebuild the entire environment

     

    EDIT:  This happens on ticket creation for me.



  • 3.  RE: Tasks being unassigned when adding an assignee

    Posted Apr 09, 2011 10:08 PM

    Re-publish incident management projetct and do an IIS reset...



  • 4.  RE: Tasks being unassigned when adding an assignee
    Best Answer

    Posted Apr 10, 2011 12:43 AM

    Thank you guys for your contribution.

    It was a SQL trigger that was causing me all this issue. Symantec support had suggested that I implement the SQL trigger mentioned in this article http://www.symantec.com/business/support/index?page=content&id=TECH154186 . The trigger on 'Task' table was causing a deadlock and preventing SQL transaction from being commited to tables 'Task' and 'TaskAssignment'. I removed the traigger and issue has gone away.

    @JVenuto: You are seeing the error message most likely because the ticket being created doesn't have a title. The 'Name' column on the 'Task' table in Ensemble Daatabase does not allow NULL. As a result, when a new ticket is created and there's no title to it, it becomes unable to create a Task for the Incident and throws the error you're getting. As a solution, you want to make sure the Feeder projects that people create tickets through have validation not to allow an empty title when creating a ticket. Another area to cover is your Email Monitor project. You want to modify the Email Monitor project to use some made up characters when the subject line of the email is empty. You can do that by modifying the 'Process Email' model. In that model there is an Embeded decision model component, One of the things it does is  check if there's text in the subject of the email. On the exit that shows that there's no text in the subject, you want to add 'Add new data element' and set the value of 'EmailMessage.Subject' to some kind of default value. That should resolve your issue.