ITSM 19.02 - Error when submitting an incident with invalid categorization data via the "HPD:IncidentInterface_Create" form

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    PRODUCT:

    Remedy IT Service Management Suite


    COMPONENT:

    Remedy Service Desk Application


    APPLIES TO:

    Remedy Service Desk Application 19.02



    PROBLEM:

    On an ITSM 19.02 environment where Smart IT is installed, when submitting an incident via the 'HPD:IncidentInterface_Create' form with invalid categorization data, one of the following errors may be thrown (e.g. a scenario where this could be seen is when using the out of the box Web Services to submit an incident):

       
    • In case of invalid Product Categorization data:
      
      The product categorization information is not valid for the specified company, "<COMPANY_NAME>". Use the menus provided for these fields to select this information. (ARERR 1291047)
      
       
    • In case of invalid Resolution Categorization data:
      
      The Resolution Categorization Information is invalid for the specified company, "<COMPANY_NAME>". Use the menus to select this information. (ARERR 1291063)
      
       
    • In case of invalid Operational Categorization data:
      
      The operational categorization information is invalid for the specified company, "<COMPANY_NAME>". Use the menus to select this information. (ARERR 1291045)
      
    Steps that would reproduce this issue:  
       
    1. On a system with ITSM and Smart IT 19.02, on the 'HPD:IncidentInterface_Create' form in NEW mode
    2.  
    3. Complete required fields and add invalid data in the 'Categorization' fields
    4.  
    5. Attempt to submit the incident
      
      Result: Error is thrown and no incident is created 
      
    For earlier versions of ITSM (e.g. 18.08), instead of throwing the above error, the system would create the incident (blanking out the invalid categorization data) and add a work note to the newly created incident referencing the incorrect categorization that was provided during the create operation (the work note would be similar to "DATA ERROR: <CAT1>,<CAT2>,<CAT3>"). 

     


    CAUSE:

    Defect SW00559085


    SOLUTION:

    Defect SW00559085 was logged for 19.02 and is tentatively targeted to be addressed in the upcoming ITSM 19.08 release (engineering confirmed that the pre-19.02 behaviour is the intended design).

    For ITSM 19.02, engineering provided a workaround to address the issue, by updating the 'Run IF' qualification of the following three filters (which would make them consistent with earlier ITSM versions):

       
    • HPD:INC:ValidateServiceCat_045
      
      FROM:  
     
    (('Categorization Tier 1' != 'DB.Categorization Tier 1') OR ('Categorization Tier 2' != 'DB.Categorization Tier 2') OR ('Categorization Tier 3' != 'DB.Categorization Tier 3') OR ('Service Type' != 'DB.Service Type') OR ('Company' != 'DB.Company')) AND ('Incident Association Type' != "Duplicate") AND (('Categorization Tier 1' != $NULL$) OR ('Categorization Tier 2' != $NULL$) OR ('Categorization Tier 3' != $NULL$) OR (('z1D_SkipIfSmartITInstalled' != $NULL$) AND ('z1D Char02' != $NULL$))) AND ('z1D Char01' = $NULL$) AND (('z1D_CreateFromInterfaceCreate' != "INTERFACECREATE") OR ('z1D_SkipIfSmartITInstalled' != $NULL$))  
     
    TO:  
     
    (('Categorization Tier 1' != 'DB.Categorization Tier 1') OR ('Categorization Tier 2' != 'DB.Categorization Tier 2') OR ('Categorization Tier 3' != 'DB.Categorization Tier 3') OR ('Service Type' != 'DB.Service Type') OR ('Company' != 'DB.Company')) AND ('Incident Association Type' != "Duplicate") AND (('Categorization Tier 1' != $NULL$) OR ('Categorization Tier 2' != $NULL$) OR ('Categorization Tier 3' != $NULL$)) AND ('z1D Char01' = $NULL$) AND ('z1D_CreateFromInterfaceCreate' != "INTERFACECREATE") 
       
       
    • HPD:INC:ValidateProductInf_047
      
      FROM:  
     
    (('Product Categorization Tier 1' != 'DB.Product Categorization Tier 1') OR ('Product Categorization Tier 2' != 'DB.Product Categorization Tier 2') OR ('Product Categorization Tier 3' != 'DB.Product Categorization Tier 3') OR ('Product Name' != 'DB.Product Name') OR ('Product Model/Version' != 'DB.Product Model/Version') OR ('Manufacturer' != 'DB.Manufacturer') OR ('Service Type' != 'DB.Service Type') OR ('Company' != 'DB.Company')) AND ('Incident Association Type' != "Duplicate") AND (('Product Categorization Tier 1' != $NULL$) OR ('Product Categorization Tier 2' != $NULL$) OR ('Product Categorization Tier 3' != $NULL$) OR ('Product Name' != $NULL$) OR ('Product Model/Version' != $NULL$) OR ('Manufacturer' != $NULL$) OR (('z1D_SkipIfSmartITInstalled' != $NULL$) AND ('z1D Char02' != $NULL$))) AND (('z1D Char01' = $NULL$) OR (('z1D Char16' = $NULL$) AND ('Product Model/Version' != $NULL$))) AND (('z1D_CreateFromInterfaceCreate' != "INTERFACECREATE") OR ('z1D_SkipIfSmartITInstalled' != $NULL$))  
     
    TO:  
     
    (('Product Categorization Tier 1' != 'DB.Product Categorization Tier 1') OR ('Product Categorization Tier 2' != 'DB.Product Categorization Tier 2') OR ('Product Categorization Tier 3' != 'DB.Product Categorization Tier 3') OR ('Product Name' != 'DB.Product Name') OR ('Product Model/Version' != 'DB.Product Model/Version') OR ('Manufacturer' != 'DB.Manufacturer') OR ('Service Type' != 'DB.Service Type') OR ('Company' != 'DB.Company')) AND ('Incident Association Type' != "Duplicate") AND (('Product Categorization Tier 1' != $NULL$) OR ('Product Categorization Tier 2' != $NULL$) OR ('Product Categorization Tier 3' != $NULL$) OR ('Product Name' != $NULL$) OR ('Product Model/Version' != $NULL$) OR ('Manufacturer' != $NULL$)) AND (('z1D Char01' = $NULL$) OR (('z1D Char16' = $NULL$) AND ('Product Model/Version' != $NULL$))) AND ('z1D_CreateFromInterfaceCreate' != "INTERFACECREATE") 
       
       
    • HPD:INC:ValidateResCat_063
      
      FROM:  
     
    (('Resolution Category' != 'DB.Resolution Category') OR ('Resolution Category Tier 2' != 'DB.Resolution Category Tier 2') OR ('Resolution Category Tier 3' != 'DB.Resolution Category Tier 3') OR ('Categorization Tier 1' != 'DB.Categorization Tier 1') OR ('Categorization Tier 2' != 'DB.Categorization Tier 2') OR ('Categorization Tier 3' != 'DB.Categorization Tier 3') OR ('Product Categorization Tier 1' != 'DB.Product Categorization Tier 1') OR ('Product Categorization Tier 2' != 'DB.Product Categorization Tier 2') OR ('Product Categorization Tier 3' != 'DB.Product Categorization Tier 3') OR ('Product Name' != 'DB.Product Name') OR ('Manufacturer' != 'DB.Manufacturer') OR ('Service Type' != 'DB.Service Type') OR ('Company' != 'DB.Company')) AND ('Incident Association Type' != "Duplicate") AND (('Resolution Category' != $NULL$) OR ('Resolution Category Tier 2' != $NULL$) OR ('Resolution Category Tier 3' != $NULL$) OR (('z1D_SkipIfSmartITInstalled' != $NULL$) AND ('z1D Char02' != $NULL$))) AND ('z1D Char01' = $NULL$) AND (('z1D_CreateFromInterfaceCreate' != "INTERFACECREATE") OR ('z1D_SkipIfSmartITInstalled' != $NULL$))  
     
    TO:  
     
    (('Resolution Category' != 'DB.Resolution Category') OR ('Resolution Category Tier 2' != 'DB.Resolution Category Tier 2') OR ('Resolution Category Tier 3' != 'DB.Resolution Category Tier 3') OR ('Categorization Tier 1' != 'DB.Categorization Tier 1') OR ('Categorization Tier 2' != 'DB.Categorization Tier 2') OR ('Categorization Tier 3' != 'DB.Categorization Tier 3') OR ('Product Categorization Tier 1' != 'DB.Product Categorization Tier 1') OR ('Product Categorization Tier 2' != 'DB.Product Categorization Tier 2') OR ('Product Categorization Tier 3' != 'DB.Product Categorization Tier 3') OR ('Product Name' != 'DB.Product Name') OR ('Manufacturer' != 'DB.Manufacturer') OR ('Service Type' != 'DB.Service Type') OR ('Company' != 'DB.Company')) AND ('Incident Association Type' != "Duplicate") AND (('Resolution Category' != $NULL$) OR ('Resolution Category Tier 2' != $NULL$) OR ('Resolution Category Tier 3' != $NULL$)) AND ('z1D Char01' = $NULL$) AND ('z1D_CreateFromInterfaceCreate' != "INTERFACECREATE") 
      
      

     


    Article Number:

    000169830


    Article Type:

    Solutions to a Product Problem



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