ServiceDeskDataServices.asmx web service fails to call GetAllCollections method

Products

• ServiceDesk

Issue/Introduction

When SD.DataServices is trying to retrieve all collections from SMP, GetAllCollections method fails due to the error in All Collections Query report.

 

Error message that appears in SMP logs:

The RawSqlDataSource 'def00d55-2c5a-410b-af05-3a5725a17fc7' was not able to run.
[Altiris.DataSource.Exceptions.DataSourceSchemaException: An unexpected SQL error occurred when retrieving the schema from the RawSqlDataSource. --->
System.Data.SqlClient.SqlException: The multi-part identifier "v1.Description" could not be bound.

Cause

Incorrect syntax of the report query.

 

Resolution

This will be fixed in ServiceDesk 8.0 HF2.

To fix this in ServiceDesk 8.0 or 8.0 HF1, please download the attached report file and import this in Symantec Management Console (not Process Manager Portal).

1. Open Symantec Management Console with administrator and navigate to Reports > All Reports > Service and Asset Management > ServiceDesk
2. Right-click on ServiceDesk category and select Import. Browse to the report file you downloaded from this KB and select it.
3. You will see a warning that the report already exists under a different folder and that it will be moved to this folder. Click OK.