ServiceDesk

Hi,

When we hit a select link besides to contact information that is suppose to get users location details and add it to the ticket, we receive "Error Accessing Data Services" Error message.

Upon checking in logs we found below:

Application Name : SD.IncidentManagement
Process ID : 101452
Date :5/21/2013 6:06:05 PM
Log Level :Error
Log Category :SD.Components.ServiceCalls.GetLocationForUser
Machine Name : XXXXXXXX
Message :
Exception at Run method with message :The operation has timed out

Request all to please guide / advise what should be checked to fix this.

We have SD 7.1 installed on Windows Server 2008 R2 STD

Thanks
snm1502

I can't recall exactly, but Get Location For User might have used the Resource Model, which is notorious for timing out. Either that or the Timeout specified for the component was too low, something like that.

Open up SD.DataServices and see how the component is configured. If theres a Timeout property available, bump up the number a bit.

The knowledge base article Reecardo was thinking about is for the Get All Locations piece of SD.DataServices. I'm not aware of an article for this model. 

What I would recommend is to open SD.DataServices inside Designer & then launch the 'Get Location for User' model. You will need to provide an e-mail address or user id. Then see if the model completes successfully or fails. I would recommend trying it once with an e-mail address & once with the userid as the model has two paths depending on the information provided. 

Once we know exactly where the model is failing we should be able to provide an answer in how to fix the issue.

Hi,

Thanks for the responses.

Not sure what was the issue, however, it got fixed itself after a scheduled reboot last night.

I will still continue to check the component to see if we can find any traces or anything that cause the problem again in future.

Regards,

snm1502

It's pulling that info from the SMP server. So from workflow explorerer > credentials > symantec mgmt platform > make sure the connection test succeeds (which it will as you say it's working now). However, this was my problem when I had this issue because I had it pointing to an SMP server that didn't have any locations in the CMDB.

Fun stuff,

Dustin

Thanks for the response, Dustin.

This will certainly give me a lead next time if the issue appears again.

Thanks
snm1502