Change Management Not Able to Load Form After Workflow HF5 Upgrade
Article ID: 164290
Updated On:
Products
Issue/Introduction
After upgrading a 7.5x Servicedesk environment to 8.0 HF4, and subsequently upgrading the Workflow portion to 8.0 HF5 (8.0.3515.0), When attempting to create a Change Request recieved a white, "Application Error" screen, and are unable to add a change request.
System.Web.HttpUnhandledException (0x80004005): Exception of type 'System.Web.HttpUnhandledException' was thrown. ---> System.Exception: Execution Engine Exception ---> System.Exception: Execution Exception ---> System.Exception: Execution Engine Exception ---> System.Exception: Execution Exception ---> System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> System.NullReferenceException: Object reference not set to an instance of an object.
at Symantec.ServiceDesk.Cm.Core.DataTypes.ChangeApprovalTier.set_AssignedCab(ChangeApprovalBoard value)
--- End of inner exception stack trace ---
at System.RuntimeMethodHandle.InvokeMethod(Object target, Object[] arguments, Signature sig, Boolean constructor)
at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object obj, Object[] parameters, Object[] arguments)
at System.Reflection.RuntimeMethodInfo.Invoke(Object obj, BindingFlags invokeAttr, Binder binder, Object[] parameters, CultureInfo culture)
at System.Reflection.MethodBase.Invoke(Object obj, Object[] parameters)
at LogicBase.Core.Messaging.Implementations.RelationalMapperExchange.BuildObjectsFromSelectStatement(Type T, ReturnSetSQLStatement statement)
at LogicBase.Core.Messaging.Implementations.RelationalMapperExchange.BuildObjectsFromSelectStatement(Type T, ReturnSetSQLStatement statement)
at Symantec.ServiceDesk.Cm.Core.ChangeManagementDataService.ListChangePlanTemplates()
at Symantec.ServiceDesk.Cm.Core.Components.ListChangePlanTemplatesComponent.DoRun(ChangeManagementDataService cmDataService, IData data)
at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context)
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)
--- End of inner exception stack trace ---
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunEngine(List`1 executionQueue)
--- End of inner exception stack trace ---
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunEngine(List`1 executionQueue)
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.ExecuteComponent(IData data, IOrchestrationComponent component)
at LogicBase.Core.Models.EmbeddedDecisionModel.EmbeddedDecisionModelExecutionEngine.Run(IData data)
at LogicBase.Components.Default.Process.EmbeddedModelComponent.Run(IData data)
at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context)
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)
--- End of inner exception stack trace ---
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunEngine(List`1 executionQueue)
--- End of inner exception stack trace ---
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunEngine(List`1 executionQueue)
at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.ExecuteComponent(IData data, IOrchestrationComponent component)
at LogicBase.Core.Models.Dialog.ASPXDialogExecutionDelegate.HandleOutcome(AbstractDialogExecutionEngine engine, ComposerForm page, String path)
at LogicBase.Core.Models.Dialog.ComposerForm.OnLoadComplete(EventArgs e)
at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
at System.Web.UI.Page.HandleError(Exception e)
at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
at System.Web.UI.Page.ProcessRequest(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
at System.Web.UI.Page.ProcessRequest()
at System.Web.UI.Page.ProcessRequest(HttpContext context)
at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()
at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)
Environment
8.0.3515.0
Cause
During some point of the upgrade, the change to add tiered level approval capabilities required a table change in SQL. The CmChangeApprovalTier table needed to have a CmChangePlanTemplateId column, which would be created on the upgrade. This table was never created.
Resolution
- Open the ObjectStructureCheck table.
- Delete the line in that table with the following SQL: Delete from ObjectStructureCheck where type_name =Symantec.ServiceDesk.Cm.Core.DataTypes.ChangePlanTemplate
- Copy and unlock the SD.ChangeManagementSimple.TemplateManagement project. Disable all instances of the List Change Plan Templates, and Refresh Template List components.
- Run SD.ChangeManagementSimple.TemplateManagement in debug and create a basic template.
- Test.
- If there is no success, you will need to verify that the CmChangeApprovalTier table has the correct AssignedCABId references from the CmChangeApprovalBoard table. The following SQL query will show any discrepancies - Select * from CmChangeApprovalTier where AssignedCabId not in (Select CmChangeApprovalBoard_id from CmChangeApprovalBoard)
- If there are discrepancies, use the following SQL to fix them - Update CmChangeApprovalTier Set AssignedCabId = 'Enter correct CmChangeapprovalBoard_id Guid here' where CmChangeApprovalTier_id = 'Get the corresponding CmChangeApprovalTier_id Guid' --use the one that matches CmApprovalboard.CabName with the CmChangeApprovalTier.AssignedCabName
- This should resolve the issue.
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