ServiceDesk

Hello,

Since morning I have encountered an error in PM process where it is not accepting any Problem Tickets with priority as Medium. It makes the PM ticket non-workable and assigns a task to SM. Below is the error message provided in the SM task and attached is the screenshot of the same for reference.

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)

Any help / guidance / reference towards solution for this would be of great help.

Thanks
snm1502

Unfortunately the Problem Management project wasn't designed with using custom Priority values. All processes in Workflow have 2 priority values the process priority & the task priority. Process priorities have no limitations and can be set to any value desired. Task priority however can only be set to one of the six default values. ServiceDesk itself is only concerned with the process priority value. Incident & Change don't touch task priority, however Problem does try to setup the task priority. 

There should be a knowledge base or connect article available that provides the instructions on how to update the Problem Management project to successfully allow for the use of custom priorities by removing the functionality thats changing the task priority. However I'm unable to locate it at this time. 

Let me do some additional digging to find the article. Otherwise I'll post the necessary steps to resolve the issue here.

The Knowledge Base article for this should be available in 24 hours hopefully. To fix the issue you simply need to open SD.ProblemManagement. The do a Find Component and filter by type. Select the Dialog Workflow component. 

Now open each dialog workflow component listed and on the Assignments tab make sure box 'Task Priority By Variable Value' is unchecked and Task Priority is set to Normal.

Once you've made these changes save & publish the project.

KB TECH214441 has the details for this case, and the fix as well.

Thanks for the detailed solution and getting a KB article in place for this issue, TGiles and BRING....

However, as per my understanding modification to the core workflows in 7.5 is blocked... How would we go by this modification?

Also, KB TECH212326 doesn't have an updated copy of SD.ProblemManagement.

Please advise.

The Problem Management workflow project isn't locked at this time. ServiceDesk 7.5 SP1 is the last release that the project is still editable by the end user.

Tech212326 has been updated to include the fixed project. however depending on the system it may still be unavailable to download for several hours. You can use the following link to downloaded the updated package if the system still hasn't updated the public article.

https://www.nortonzone.com/pickup/105046?key=sca8Ci5FU1z9rXGlah7COWGZGznhfrcBTH5Mnw_U7fA-uKV1LSMHRIEbn7fdyjyz&src=url

Hello TGiles,

Thanks for the response.

I tried to open the SD.ProblemManagement project however, received an error. Attached for the reference.

It looks like its not letting me to open a published project, however, I have never seen this error in past, hence, I don't have much clue on this.

Would be great if you would please advise on this.

Thanks
Snm1502

That is correct you can't open published projects. If you look in %programfiles%\symantec\workflow\workflowprojects you will find either a folder for the project you wish to edit (SD.ProblemManagement) or the .package file for that project. If the folder exists go inside it and open the symworkflow file. Otherwise open the package. 

Thanks for the reply and Solution, TGiles.

I did went in the said location (D:\Program Files\Symantec\Workflow\WorkflowProjects\SD.ProblemManagement) and tried to open SD.ProblemManagement.SymWorkflow file, however, got the same error saying published projects could not be opened.

Is there something I am doing incorrect?