Attach Event Macro does not work in ServiceDesk 17.3.0.1

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

After ServiceDesk  17.3 environment was upgraded to 17.3.0.1, the events that should be attached to the ticket with Attach Event Macros no longer run.

Steps to reproduce:

1. Create an Event with name: abcEvent
Object Type : Request/Incident/Problem
Delay Time: 00:00:30
Condition : Req. Status = Open
Repeat Delay Time : 00:00:00

2. Create a macro with details:
Symbol : abcMacro_to_attach_abcEvent
Object Type : Request/Incident/Problem
Macro Type: Attach Event
Event : abcEvent (The one created in step1)

3. Create another macro with details:
Symbol : zAction on True
Object Type : Request/Incident/Problem
Macro Type : Action
Macro Code : logf(SIGNIFICANT,"---> true
action");

4. Open Init activity notification
Update the event with "abcEvent"

5. Try to create R/I/P ticket.

Result:  We see the event does not gets attached.
Expected result: When abcEvent triggers, it need to attach the same event "abcEvent".

 

Cause

DE58131

 

Environment

Release : 17.3.0.1

Component : SERVICE DESK MANAGER

 

Resolution

The correction of this problem should be available via a test fix patch.
Please open a Technical Support issue to request it if desired.

PRODUCT: Unicenter Service Desk                          RELEASE: 17.3

FN: T5UG444    DATE:    15 Oct 2020 

PROBLEM SYMPTOM: WIN-FAILED TO CALCULATE PROJECTED VIOLATION