Adding files as attachments does not work in Simple Incident Feeder.

Products

• ServiceDesk

Issue/Introduction

When creating incident with Simple Incident Feeder (Service Catalog > IT Services > Report Incident), attached files do not get attached to the created Incident.

No errors shown in UI or logs.

Cause

Flaw in the feeder project logic. The array containing attachments never gets forwarded to the Post Creation Processing linked model, causing the part of the flow that is supposed to add attachments to always be skipped.

Resolution

This issue is fixed in ServiceDesk 7.6.

The official fix for the issue for ServiceDesk 7.5 SP1 can be obtained in the package (TECH214545.zip) in KB TECH212326. Alternately, you can follow the steps below to resolve the issue:

1. Open SD.IncidentManagementSimple.EndUserRequest project
2. Model [7]: Post Creation Processing > Input Data
3. Add new:
     - Name: fileList
     - Type: LogicBase.Core.Data.DataTypes.FileDataType
     - Array: Checked
     - Null Allowed: Checked
4. Model [6]: Submit Incident > Post Creation Processing [6.4] - Right-click and select Edit Component
5. Under Mapping > Start Mapping section, click ... next to fileList, select Value From Data and fileList[] as source variable.
6. Test, save and publish.

 

 

Applies To

 

ServiceDesk 7.5 SP1