Error when trying to get a list of Locations or Departments

Products

• ServiceDesk

Issue/Introduction

When trying to get a list of Locations or Departments from Symantec Management Platform (SMP) it fails with the error message below in SD.DataServices logs. Due to this error, certain high-impact forms in ServiceDesk may not function properly. Forms will remain empty or throw an Application Error after a while. Logs will contain many instances of the error message below. The forms commonly affected are for example (but not limited to):

• Submit Incident
• Work Incident
• Edit Incident

This issue can occur after ServiceDesk 8.x installation or upgrade to ServiceDesk 8.x.

Location Search failed with the following: could not deserialize: LogicBase.Core.IOrchestrationComponent[]
    LogicBase.Framework.ObjectDeserializationError: could not deserialize: LogicBase.Core.IOrchestrationComponent[] ---> System.Exception: could not find type Altiris7.WebServices.Item.GetItemsByNameAndTypeComponent
    at LogicBase.Framework.ArrayTypeConverter.GetObject(ObjectStorageContainer container, ObjectStorageObjectData values, Type arrayType, ObjectStorageErrorHandler errorHandler)
    at LogicBase.Framework.ObjectReadStream.ReadRelationshipConverter(ObjectStorageValue objValue, Type type, ObjectStorageRelationshipTypeConverter converter)
    --- End of inner exception stack trace ---
    at LogicBase.Framework.ObjectReadStream.ReadRelationshipConverter(ObjectStorageValue objValue, Type type, ObjectStorageRelationshipTypeConverter converter)
    at LogicBase.Framework.ObjectReadStream.GetValue[T](String name)
    at LogicBase.Core.Models.AbstractComponentModel.ReadFromStream(ObjectReadStream info)
    at LogicBase.Framework.ObjectStorage.ContainerDeserialize(ObjectStorageContext context, ObjectStorageContainer container)
    at LogicBase.Framework.ObjectStorage.ZipDeserialize(ObjectStorageContext context, Stream stream)
    at LogicBase.Framework.ObjectStorage.Deserialize(FileInfo fromFile)
    at LogicBase.Core.AbstractOrchestrationProject.GetComponentModelPrivate(Model model, Type componentModelType)
    at LogicBase.Core.AbstractOrchestrationProject.GetComponentModel(Model model)
    at LogicBase.Core.ExecutionEngine.EndComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent component, String& outputPath, IExecutionEngine engine, TLExecutionContext context)
    at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

Environment

ServiceDesk 8.0
ServiceDesk 8.1
ServiceDesk 8.5

Cause

Get Items By Name And Type Component (used in SD.DataServices project) does not exist on the server - more specifically this library: Symantec.Components.Generated7.Altiris.ASDK

The error message is specific to this exact problem. However, the cause can be verified by creating a Workflow project and trying to find this component by name (Get Items By Name And Type Component). You should also be able to navigate to it in components tree: Symantec > SMP 7 > Web Services > Item > Get Items By Name And Type Component

Resolution

Symantec.Components.Generated7.Altiris.ASDK library deals with SMP integration and can be (re)generated by a project of the same name.

1. Start Workflow Manager
2. File > Open Project... > Symantec.Components.Generated7.Altiris.ASDK > Symantec.Components.Generated7.Altiris.ASDK.project
3. Select Adjust definitions, make sure the correct SMP is selected and click Next >
4. Make sure ItemManagementService - GetItemsByNameAndTypeComponent is checked
5. Click Finish
6. Click Recompile and close
7. Restart both IIS and Symantec Workflow Service