The CMDB Solution task "Update Organizational Hierarchy' task appears twice after upgrading to CMDB Solution 7.1 SP2

Products

• CMDB Solution

Issue/Introduction

Duplicate 'Update Organizational Hierarchy' tasks are displayed in Symantec Management Platform tree pane at Manage > Jobs and Tasks - System Jobs and Tasks > Service and Asset Management > CMDB > Update Organizational Hierarchy:



When trying to run either task, organizational groups under Manage > Organizational Views and Groups may or may not update correctly.

 

 

The Symantec Management Platform server's Log Viewer shows the following error:

1/19/2012 1:47:35 PM","Unable to get task details (246d8ad7-5d93-416a-8d14-1ae7dfe72fa1): Object reference not set to an instance of an object.

StackTrace:   at Altiris.NS.Services.CoreServices.TaskService.GetTask(Guid taskGuid)
**CEDUrlStart** :http://entced.symantec.com/entt?product=SMP&version=7.1.8280.0&language=en&module=+soeBY02Hxdb1mNPsdAYvsHCnLi+vaV9oc1RtZX8UbQ=&error=-1954322722&build=**CEDUrlEnd**
","Altiris.NS.Services.CoreServices.TaskService.GetTask","w3wp","382"

 

Cause

Product defect, Etrack 2596442. This may occur when upgrading Symantec Management Platform 7.1 SP1 to Symantec Management Platform 7.1 SP2.
 

Resolution

This is a product defect and is resolved in CMDB Solution 7.5.

For CMDB Solution 7.1 SP2, there are two workarounds available:

Workaround 1

1. In SQL Server Management Studio, back up the Symantec_CMDB database.
2. In the Symantec Management Console, under Manage > Jobs and Tasks > Service and Asset Management > CMDB, right click on the task that has the GUID of "246d8ad7-5d93-416a-8d14-1ae7dfe72fa1" and choose Delete. Note: In some reported cases, a right click menu is not available. This prevents this workaround from correcting the issue. In addition to this, the task cannot be deleted from SQL either (after being added to the ItemToDelete table).

Workaround 2

If the task is working, the duplicate task can simply be hidden then. Run the following SQL script in SQL Server Management Studio to hide the duplicate task:

USE Symantec_CMDB
UPDATE Item
SET Attributes = Attributes + 1
WHERE Guid = '246d8ad7-5d93-416a-8d14-1ae7dfe72fa1'

Refreshing the Symantec Management Console will then show that this task is now hidden from view (but still in the system).

Related Articles

How to automatically update organizational hierarchy groups
http://www.symantec.com/business/support/index?page=content&id=HOWTO85128

CMDB task "Update Organizational Hierarchy" fails to add new or updated organizational groups
http://www.symantec.com/business/support/index?page=content&id=TECH225245

Applies To

CMDB Solution 7.1 SP2.