ServiceDesk

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  • 1.  Creating a Servicedesk testing environment

    Posted Aug 29, 2013 12:51 PM

    Hi Gurus,

     

    I am making a servicedesk testing environment with data from production. I am using a processmanager database backup from production environment. I am using a new windows server installation. The installation servicedesk phase one works fine, but when I execute the phase two I get this error

     

     

    INFO 12:20:16,417 9 Symantec.ServiceDesk.Installation.Core.InstallStep - Executing install step [8]: [Publishing portal pages...]
    DEBUG 12:20:16,419 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Fetching page definition [63f84979-a380-4a23-9578-e81e35ac2ff6]...
    DEBUG 12:20:23,585 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Deleting page [63f84979-a380-4a23-9578-e81e35ac2ff6] from ProcessManager...
    DEBUG 12:20:23,794 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Importing page into ProcessManager with [1] permissions...
    DEBUG 12:20:24,077 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Fetching page definition [6deeb623-9ab1-4f68-8104-0fb4fd609e9b]...
    DEBUG 12:20:24,086 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Deleting page [6deeb623-9ab1-4f68-8104-0fb4fd609e9b] from ProcessManager...
    DEBUG 12:20:24,118 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Importing page into ProcessManager with [1] permissions...
    DEBUG 12:20:24,203 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Fetching page definition [9dc8fc15-415a-4b16-b66e-1029f26e19c1]...
    DEBUG 12:20:24,215 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Deleting page [9dc8fc15-415a-4b16-b66e-1029f26e19c1] from ProcessManager...
    DEBUG 12:20:24,229 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Importing page into ProcessManager with [1] permissions...
    DEBUG 12:20:24,265 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Fetching page definition [54b68520-bd2c-44ca-b646-344400f41ba2]...
    DEBUG 12:20:24,271 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Deleting page [54b68520-bd2c-44ca-b646-344400f41ba2] from ProcessManager...
    DEBUG 12:20:24,286 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Importing page into ProcessManager with [1] permissions...
    DEBUG 12:20:24,326 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Fetching page definition [66e9a472-e3ec-11e1-9f3c-0022190d18a7]...
    DEBUG 12:20:24,335 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Deleting page [66e9a472-e3ec-11e1-9f3c-0022190d18a7] from ProcessManager...
    ERROR 12:20:24,385 9 Symantec.ServiceDesk.Installation.InstallSteps.PublishPagesInstallStep - Caught [System.Web.Services.Protocols.SoapException] while publishing portal pages.
    System.Web.Services.Protocols.SoapException: System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.Exception: cannot delete this page, since it has a sub page linked to it
       at LogicBase.Ensemble.Portal.ServiceCore.PageDefinition.Delete(String sessionID, String pageID)
       at LogicBase.Ensemble.Settings.SettingsService.RemovePageDefinition(String sessionID, String pageID)
       --- End of inner exception stack trace ---
       at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
       at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
       at LogicBase.Core.Ensemble.Settings.SettingsService.RemovePageDefinition(String sessionID, String pageID)
       at Symantec.ServiceDesk.ModuleFramework.PmServiceFacade.RemovePage(String pageId)
       at Symantec.ServiceDesk.ModuleFramework.ModulePortalPage.Install(InstallationContext ctx)
       at Symantec.ServiceDesk.Installation.InstallSteps.PublishPagesInstallStep.DoExecute()
    ERROR 12:20:24,424 9 Symantec.ServiceDesk.Installation.Core.InstallStep - InstallStep failed due to an exception
    System.Web.Services.Protocols.SoapException: System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.Exception: cannot delete this page, since it has a sub page linked to it
       at LogicBase.Ensemble.Portal.ServiceCore.PageDefinition.Delete(String sessionID, String pageID)
       at LogicBase.Ensemble.Settings.SettingsService.RemovePageDefinition(String sessionID, String pageID)
       --- End of inner exception stack trace ---
       at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
       at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
       at LogicBase.Core.Ensemble.Settings.SettingsService.RemovePageDefinition(String sessionID, String pageID)
       at Symantec.ServiceDesk.ModuleFramework.PmServiceFacade.RemovePage(String pageId)
       at Symantec.ServiceDesk.ModuleFramework.ModulePortalPage.Install(InstallationContext ctx)
       at Symantec.ServiceDesk.Installation.InstallSteps.PublishPagesInstallStep.DoExecute()
    ERROR 12:26:05,137 9 Symantec.ServiceDesk.Installation.Core.SetupEngine - Install step [8] failed. Rolling back all previous steps...
    WARN 12:26:05,153 9 Symantec.ServiceDesk.Installation.Core.InstallStep - Rolling back install step [8] with description [Publishing portal pages...]
    DEBUG 12:26:05,155 9 Symantec.ServiceDesk.ModuleFramework.PmServiceFacade - Fetching page definition [63f84979-a380-4a23-9578-e81e35ac2ff6]...
    WARN 12:26:05,174 9 Symantec.ServiceDesk.ModuleFramework.ModulePortalPage - The page will not be uninstalled because we are in restore (rollback) mode
     
    Any Ideas ?


  • 2.  RE: Creating a Servicedesk testing environment

    Broadcom Employee
    Posted Aug 30, 2013 06:06 AM

    At this point, installer runs into some problems if you have created sub pages for built-in menu items. We are aware of this and are looking into ways to mitigate it.

    The way around this would be to backup and delete or move your sub-pages from built-in menu items.

    I would suggest being very careful with using production database copy in the test environment. When processes (Incidents, Problems, Changes) are created the links and some other pieces of data get generated from BaseURL and your database copy will contain references to the production server. TaskResponseURLs are the most problematic from this regard but these are not the only bits of data with that problem.



  • 3.  RE: Creating a Servicedesk testing environment

    Posted Aug 30, 2013 12:54 PM

    Thanks toomas, but Which processmanager database table store page a sub-page references?

    Regards



  • 4.  RE: Creating a Servicedesk testing environment

    Posted Aug 30, 2013 12:59 PM

    Perhaps this tables: PageDefintion, PagePermission and PagePersonalization ?



  • 5.  RE: Creating a Servicedesk testing environment

    Posted Sep 04, 2013 10:37 AM

    Any other ideas ?



  • 6.  RE: Creating a Servicedesk testing environment
    Best Answer

    Posted Sep 09, 2013 04:31 PM

    as Toomas said, the problem was with subpages. I used a SQL query to delete the reference on table PageDefinition.