Potential Timeout issues in Incident Management

Products

• Workflow Solution
• ServiceDesk

Issue/Introduction

 When an end user submits an Incident via a form workflow, there is potential for the feeder form workflow sending data to Incident Management to timeout, or possibly the end user is required to to wait several minutes for a response, providing the ticket number.

Cause

This occurs because the Submit Incident Ticket component currently doesn't return until the SD.IncidentManagementSimple project fully creates the Work Incident task. 
Additionally, prior to the Work Incident Task being created, the OnIncidentReceived ruleset is also executed. Depending on the number and complexity of the rules in the OnIncidentReceived ruleset this can take several minutes to run.  

Resolution

 This issue was addressed in ServiceDesk 7.5 SP1 via a source code change.  The revised Incident Management  project, SD.IncidentManagementSimple.exe is found in KB TECH212326.  

Applies To

 ServiceDesk 7.5