Departments drop down on Submit Incident (Advanced) form does not populate

Products

• ServiceDesk

Issue/Introduction

When opening the Submit Incident (Advanced) form it takes a significant amount of time to open.  When it does the Department drop down is empty.  You have confirmed that you have Department resources defined on your Notification Server under Organizational Types > Department.

In the SD.DataServices.log you see references to GetAllDepartments timing out.

Cause

This issue is caused by a combination of a large number of Department resources on the Notification Server and the method that SD.DataServices project uses to retrieve Department resource information from the Notification Server.

Resolution

Please note that the steps in this article involve customizing one of the ServiceDesk projects. It is highly recommended that customization of ServiceDesk projects only be undertaken by Workflow or ServiceDesk administrators that are familiar with creating, modifying and publishing Workflow and ServiceDesk projects.

To resolve this issue you will need to modify the GetAllDepartments model of the SD.DataServices project.  To do so please follow the steps below:

1. Import the attached GetAllDepartmentsReport to your Notification Server under Reports > All Reports > ServiceDesk folder.
2. On your ServiceDesk Server open the SD.DataServices project in Designer.
3. Once open select the Get All Departments model.
    
4. Click the Create Integration Library button at the bottom of the Toolbox pane. 
    
5. In the New Library dialog window enter GetAllDepartments for the name and click OK.
    
6. Select the Reports Component Generator for NS 7.0 and click OK.
    
7. On the Generate Components screen, verify the Notification Server Address is correct and click Get Reports.
8. Scroll down in the list of reports.  Find and check the box next to the GetAllDepartmentsReport in the ServiceDesk section and click Next.
    
9. Click Run and then Finish.
    
10. In the Integration Library window click Compile and Close.  This completes the creation of the custom component we will need.
     
11. Right click on the Get All Departments (Cached) embedded model component and choose Edit Component.
12. In the Get All Departments (Cached) Editor window, click the ellipsis at the end of the Output Data line.
     
13. In the Edit Parameters window, click the ellipsis in the Type column.
     
14. In the Select Data Type window, type ‘getalldepartments’ in the Search box, select GetAllDepartmentsReportResult and click OK.
     
15. Click OK again on the Edit Parameters window and again in the Get All Departments (Cached) Editor window.
16. IMPORTANT – Save the project at this point. This will ensure that the Data Type change that was just made takes effect.
17. Double Click on the Get All Departments (Cached) model.
18. Delete the GetAllDepartmentsComponent.
19. Search the Toolbox for ‘getalldepartmentsreport’ and add that component to the project.
    
20. Connect the Start component to the GetAllDepartmentsReport component and the GetAllDepartmentsReport component to the End component.
21. Double click on the End component.
22. In the End Editor window, click the ellipsis at the end of the Mapping line.
    
23. In the Edit Data Mapping window, select Value From Data and click the ellipsis at the end of this line.
24. The Select Variable window that opens should already have selected GetAllDepartmentsReportResult, if not select it and click OK.
    
25. Click OK again on the Edit Data Mapping window and the End Editor window.
26. Click OK to close the Edit Embedded Decision Model.
27. Double click on the Create Results multiple value mapping component.
28. In the Create Results Editor window, click the ellipsis after Source Array Type.
    
29. In the Select Data Type window, type ‘getalldepartments’ in the Search box, select GetAllDepartmentsReportResult and click OK.
     
30. Click OK again to close the Create Results Editor.
31. IMPORTANT – Save the project at this point. This will ensure that the Data Type change that was just made takes effect.
32. Double click on the Create Results multiple value mapping component.
33. In the Create Results Editor window, click the ellipsis after Target Mapping Definition.
    
34. Select each of the now invalid mappings in turn and delete them.
35. Connect the (Source) GetAllDepartmentsReportResult data items to the DepartmentSearchResult data items as shown in the below screenshot and click OK.
    
36. Click OK again to close the Create Results Editor.
37. Double click the Variable Exists Rule component to open it. 
    Uncheck Pick Definition From Current Model 
    
38. Check Is Array and then click Variable Type and Variable Name and set according to screen shot.
    
39. Click okay and okay to exit the model.

    Publish the modified SD.DataServices project and then restart IIS and the Logicbase 2006 Server Extensions service or Symantec Workflow service depending on your version, to ensure the change take effect.  
     

 

Applies To

ServiceDesk 7.0 and 7.1