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  • 1.  Work Resolve Task not always created for on Incident Create

    Posted May 04, 2016 12:41 PM

    We have had about 15 instances of this issue.

    We use the /SD.Feeder.TechnicianIncidentForms/Form.aspx? form  to create all of our Incidents
    The incident Gets created and the Ruleset [OnIncidentReceived] was executed

    but there is never a WorkResolveTaskID value set in the ImIncidentTicket table in the process manager database. 

    So basically we have an IM without a task to work.  We can't edit, use smart tasks, or click on teh little green arrow, because there is no task associated with it. 

    So the only thing i have been able to figure out is to manually delete the IM from the database (using sql i got from someone on these conenct fourms), then have the ticket submitted again.

    In the error logs for ProcessManager i see the following that seems to coorelate

    [WorkflowTasks] Error loading task.
    Client: IP=2002:70a:199d::70a:199d HostName=2002:70a:199d::70a:199d Browser=Mozilla/4.0 (compatible; MSIE 6.0; MS Web Services Client Protocol 2.0.50727.5485)
    System.Exception: taskID is null
       at LogicBase.Ensemble.WorkflowTasks.WorkflowTasks.GetTaskByID(String sessionID, String taskID) in c:\build\projects\WF75_SDSP1_Apollo\ensemble\LogicBase.Ensemble\WorkflowTasks\WorkflowTasks.asmx.cs:line 1280

    Any ideas to either fix these trouble tickets when this happens or prevent this from happening ata all? 

     



  • 2.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 04, 2016 01:14 PM

    from what i recall, this happens sometimes when the content of the ticket is invalid, malformed, or a security risk (so certain special characters in the incident description, for example, may break the task).  see if you can reproduce the issue with special characters, or check the database fields for any commonality between those 15 busted tickets.

    of course there are other reasons for this to occur, but that one comes to mind.  i think i'm remembering it correctly, anyway.



  • 3.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 04, 2016 01:42 PM

    Thank you africo.  I had looked for commonalities on these and even copied the description, title and pasted into new incidents and the error did not occur so it seems to be something that occasionally doesn't work regardless of the content of the title or description.  We have seen special characters make a submit incident ticket fail with a nasty error, but that doesn't seem to be the case here.  

    Thanks for the reply

     



  • 4.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 04, 2016 01:49 PM

    are there any errors in the logs?  or errors in the audit/history of the incident itself (on the process/ticket view page)?



  • 5.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 04, 2016 03:26 PM

    In the audit/history on the ticket itself there is nothing. the last process message in report view shows that the Ruleset [OnIncidentReceived] was executed. In our setup usually immediatly above that process message we see a Ruleset [OnTicketAssigned] was executed process message.  But that does not occur on the bad ones. 

    As for the error logs, the only thing i found was in the ProcessManager errors  i see the following that seems to coorelate

    [WorkflowTasks] Error loading task.
    Client: IP=2002:70a:199d::70a:199d HostName=2002:70a:199d::70a:199d Browser=Mozilla/4.0 (compatible; MSIE 6.0; MS Web Services Client Protocol 2.0.50727.5485)
    System.Exception: taskID is null
       at LogicBase.Ensemble.WorkflowTasks.WorkflowTasks.GetTaskByID(String sessionID, String taskID) in c:\build\projects\WF75_SDSP1_Apollo\ensemble\LogicBase.Ensemble\WorkflowTasks\WorkflowTasks.asmx.cs:line 1280

     



  • 6.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 05, 2016 03:09 AM

    What was the Status of the Ticket(s)?

    • In Process

    I'd check the logs for both

    • sd.incidentmanagementsimple.log
    • SD.Feeder.TechnicianIncidentForms.log

    The Purge tool might be of use if you are wanting to remove the Tickets



  • 7.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 05, 2016 04:03 PM

    Thank you for the reply Alex

    The field for status of the tickets is blank with NULL showing in the TicketStatus column in the ImIncidentTicket table in SQL. 

     

    I have not been able to find anything in those logs related to this issue.  

     

    Thank you!

     



  • 8.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 06, 2016 03:50 AM

    What about for the ReportProcess Table?



  • 9.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 06, 2016 12:43 PM

    In the report process table, I just compared "Broken' Tickets to a good one.

    Here are the main differences

    Bad ones ALL Had NULL in ResultData, ResultIData, ProcessViewerPageID, ResultAnnotation,

    Bad ones ALL had  In process for Result, 0 for PercentComplete

     

    Thank you!

     



  • 10.  RE: Work Resolve Task not always created for on Incident Create

    Posted May 06, 2016 01:46 PM

    I talked to Support.  They showed me in the Incident Management Simple Logs that it appears there is a Error RulesEngine SendNotification error and the rules engine should still continue to process the rulesets, but it is not in these cases.

    We are going to do a bit of updating and I will comment back here once resolved.  Thanks,