ServiceDesk

Hello,

We have a custom workflow failing intermittently with below error logs. This has started after we upgraded our Altiris environment to 7.5. Our SD environment was already at 7.5. I have checked in the workflow and saw that SubmitIncident Component has been configured to time out at 120,000. However, I am unsure if that would cause it to fail as it is just the time process tries before failure.

Application Name : xxxxx.Feeder
Process ID : 4876
Date :3/20/2014 5:09:42 AM
Log Level :Error
Log Category :Symantec.ServiceDesk.Im.Core.Components.SubmitIncidentTicket
Machine Name : xxxxx
Message : 
Exception at Run method with message :Thread was being aborted.

***********************************************************************************************

Application Name : xxxxxx.Feeder
Process ID : 4876
Date :3/20/2014 5:09:42 AM
Log Level :Error
Log Category :LogicBase.Components.Default.Triggers.ExceptionTriggerByComponents
Machine Name : xxxxx
Message : 
System.Threading.ThreadAbortException: Thread was being aborted.
   at System.Net.Connection.SyncRead(HttpWebRequest request, Boolean userRetrievedStream, Boolean probeRead)
   at System.Net.HttpWebRequest.EndWriteHeaders(Boolean async)
   at System.Net.HttpWebRequest.WriteHeadersCallback(WebExceptionStatus errorStatus, ConnectStream stream, Boolean async)
   at System.Net.ConnectStream.WriteHeaders(Boolean async)
   at System.Net.HttpWebRequest.EndSubmitRequest()
   at System.Net.HttpWebRequest.GetResponse()
   at System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request)
   at System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at Symantec.ServiceDesk.Im.Core.IncidentManagementService.IncidentManagement.SubmitIncidentAndReturnPID(IncidentTicket Incident)
   at Symantec.ServiceDesk.Im.Core.Components.SubmitIncidentTicket.Run(IData data)
   at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context)
   at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

***********************************************************************************************

Application Name : xxxxxx.Feeder
Process ID : 4876
Date :3/20/2014 5:09:42 AM
Log Level :Error
Log Category :LogicBase.ExecutionEngine
Machine Name : xxxx
Message : 
System.Threading.ThreadAbortException: Thread was being aborted.
   at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)
   at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunEngine(List`1 executionQueue)

Ticket does gets created, and as per the process it should be assigned to a group with Percent Completed to be at 25%. However, the ticket doesn't gets assigned to any queue and Percent Completed status at 0%.

Please advise.

Thanks
Snm1502

The Submit Incident component is simply calling the Submit Incident web services that's part of SD.IncidentManagementSimple. Inside SD.IMS once the process gets to the point of assigning the Process ID it passes the information back to the feeder form to continue on its process. 

Have you checked to see if any errors are being generated in SD.IMS that would indicate why the system isn't responding back to the feeder form?

Thanks for the response, TGiles.. However, there are very less chances of SD.IMS being failing, because there are other processes which are using same component and calling the same workflow which are working smooth including the Advanced Ticket feeder form...

Would you still think, issue could be there in SD.IMS?

I was simply stating how the component worked. The component calls the web service inside SD.IMS. Once SD.IMS response with the process id for the newly created incident the submit incident component finishes. If its not receiving the process id back from SD.IMS it will timeout. Have you tried running the feeder form in Debug to see what is happening?

Apologies for the delayed reply. 

There are no errors in IMS related to this process failing apart from below which are continuous:

Application Name : SD.IncidentManagementSimple
Process ID : 3760
Date :3/25/2014 5:21:40 AM
Log Level :Error
Log Category :LogicBase.Core.Models.Workflow.WorkflowServices
Machine Name : xxxxxxx
Message : 
error processing message exit System.Exception: Response to process by name of Incident Closed is not found
   at LogicBase.Core.AbstractWorkflowComponent.ProcessMessageBasedExit(IData data, Message m)
   at LogicBase.Core.Models.Workflow.WorkflowServices.ProcessExitMessages(IWorkQueue queue, String serviceId)

When tried to debug the intermittently failing workflow, it returned app error... so could'nt debug.

Please advise.

Thanks
Snm5102

At this point I would recommend opening a case with Symantec Technicial Support for ServiceDesk. The engineer can then examine your system and help determine what is causing your problems.