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KNOWN ISSUE: Adding an Automation Generator to IM extended data library results in SLA rules actions generating an error.

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Article ID: 161121

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Updated On:

Products

ServiceDesk

Issue/Introduction

When you add a custom Automation Library to extend Incident Management data the rule to apply SLA values to an Incident fail to properly create the SLA data.

Execution results for Ruleset [OnIncidentReceived]

Rule [1]: If [Any] Then [Set SLA][For Milestone by Process Priority(Initial Response)] Using [2 Parameters] AND [Set SLA][For Milestone by Process Priority(Resolution)] Using [2 Parameters] :: The conditions were met. 2 Failed Actions.
Rule [1]: Action Failed: [Set SLA][For Milestone by Process Priority(Initial Response)] Using [2 Parameters]. Error: No SLAs were created for 'Initial Response-'.
Rule [1]: Action Failed: [Set SLA][For Milestone by Process Priority(Resolution)] Using [2 Parameters]. Error: No SLAs were created for 'Resolution-'.
Rule [1]: Rule is configured to abort rule set if an action fails to execute. Stopping execution of ruleset.

Cause

When the custom automation dll is executed the incident's priority information isn't getting properly passed to set SLA.

Resolution

 Symantec development has reviewed the issue and provided a fix. An updated Symantec.ServiceDesk.Im.Automation.dll has been created to address this issue. The file build # is 7.5.3000.170.

The fix for this issue can be found in TECH212326, along with all point fixes that have been released for ServiceDesk 7.5 SP1.


Applies To

 ServiceDesk 7.5 Service Pack 1