When adding Configuration Items to Incidents the association in SMP CMDB database may not be created.

Products

• ServiceDesk

Issue/Introduction

When adding Configuration Items (assets, for example computers) to Incidents the association in SMP CMDB database may not be created as expected.

For example, adding a computer to Incident in 'Submit Incident (Advanced)' form will create the Incident and show computer as associated asset in ServiceDesk Portal but in Symantec Management Console resource Manager 'Show Incidents' will show 'No Results Returned'.

Warning:
Invalid column [IncidentCreatedDate] value [18.11.2016 23:37:41] for resource 671be775-00b4-409c-9754-78519122d89d: 'ServiceDesk Incident Details' (cd4b67fc-2b2c-42ca-8a3a-c7a24f530dd5)

Warning:
Data was ignored when loading data for column [IncidentCreatedDate] into class: 'ServiceDesk Incident Details' (cd4b67fc-2b2c-42ca-8a3a-c7a24f530dd5)
Failed to parse DateTime, column [IncidentCreatedDate], value [18.11.2016 23:37:41], target: dbo.[Inv_ServiceDesk_Incident_Details]

Error:
AddRow: couldn't add row. Table: dbo.[Inv_ServiceDesk_Incident_Details]
Column 'IncidentCreatedDate' does not allow nulls.

Warning:
Failed to insert row into class : 'ServiceDesk Incident Details' (cd4b67fc-2b2c-42ca-8a3a-c7a24f530dd5)
Column 'IncidentCreatedDate' does not allow nulls. 

Environment

ServiceDesk 8.0 (up to and including HF6)
ServiceDesk 8.1

Cause

Date format in NSE created by 'Relate Incident to NS Asset' (and possibly other similar components) is based on service account regional settings. This is a problem because SMP NSE Processing does not seem to be able to properly process other date formats than US English.

Resolution

This issue has been resolved in ServiceDesk 8.5 and newer.

As a workaround, please change the Regional Settings for the account Symantec Workflow Service runs with to US English.