ServiceDesk

I did, and now I am getting an error when an incident is created using a renamed priority. Basically I deleted 'Minor' and changed 'Normal' to 'Medium' from the original list. I did this in the application properties. Now when I create an incident and set it to 'Medium' priority and save I get an exception in the incident history and log:

An Exception has occured in the Incident Management process! Exception Component: Initial Diagnosis Exception Message: Requested value 'Medium' was not found. Exception StackTrace: System.ArgumentException: Requested value 'Medium' was not found. at System.Enum.Parse(Type enumType, String value, Boolean ignoreCase) at LogicBase.Core.AbstractEnsembleWorkflowComponent.Start(String taskID, String workflowID, IData data) at LogicBase.Core.Models.Workflow.WorkflowDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

I debugged it as best I can and found it to be on the Initial diagnosis dialog component->Assignments tab -> Priority value set to "Task.Priority". It used to be set to a dynamic model that consisted of an Enum Rule with the original priorities that would set any non matching priorities to 'Normal'.

My question is should i put back this logic or correct some other way? I don't understand where the original priorities come from so I don't know the implications of making this change. Note: this also applies to the UpdateWorkflowTaskPriority compoents sprinkled throughout the project as they have the original priorities available in a dropdown with no option to insert custom priority levels.

Any help much appreciated!

If you too have this problem you can implement the change I describe below to workaround the issue. Basically we have use a dynamic model to set the priority of the Initial Diagnosis Dialog Workflow component rather than the default of [Task.Priority]. Essentially this reverts back to the functionality of 7.0MR2 for this settings. I just reapplied what was shipping from the old version. My question is I don't know where these Task priorities are determined. They seem to be hard coded in the environment somewhere. Also I don't really appreciate the implications of setting the task to 'Normal' priority when my incident is 'Medium' on SLAs etc. Anyway below will make the error go away.

First go into the IncidentManagement workflow project and open the Initial Diagnosis model. See first attachment. Next double click on the Initial Diagnosis Dialog Workflow component to edit it, see second attachment. The Priority field will be set to Task.Priority by default (this is the problem as your custom priorities are not recognized as valid. Press the ellipsis to edit. See attachment 3. Here select Dynamic Model and press the Edit button, see attachment 4. Mine had Start Text Exists and two end components already there. So I added the Enum Rule and configured as in attachment 5. Then wired up the choices I wanted (settled with) and saved and published.

Let me know if it works for you. Note this is NOT a solution just a workaround hack.

...is evil in any application. I saw a lot of this in 7.0 and had hoped they learned their lesson. I guess not completely.

After speaking with support they have recommended not changing the priorities from their defaults so I'm going to return back to 'Normal' from 'Medium', heh, heh and undo the changes I made above and break the news to my customer. So until I hear differently I think you should leave the priorities alone even though they are available for changing in the application profile.

I have heard rumors ( from inside Symantec, however i wont mention any names to protect the guilty ) that at some point in the future ServiceDesk will become a black box application and wont ship with any of the Workflow source to regular customers, and only be made available to certified partners.

Statements like what you got lead me to believe that its more than just rumor.