6 Replies Latest reply on Oct 6, 2017 11:57 AM by edison pioneer

    ARException: ERROR (302): Entry does not exist in database

    edison pioneer

      Hi everyone,

       

      I am reviewing the attached log file.

      Below is a snippet from the log file.

       

      "

      <FLTR> <TID: 0000000499> <RPC ID: 0004980468> <Queue: Prv:390626> <Client-RPC: 390626   > <USER: Remedy Application Service                   > <Overlay-Group: 1         > /* Tue Sep 26 2017 11:37:04.6210 */ <Filter Level:4 Number Of Filters:1340> Checking "SRM:AOI:OnModify_Status_Created_1_SetStaged" (185)

      <FLTR> <TID: 0000000499> <RPC ID: 0004980468> <Queue: Prv:390626> <Client-RPC: 390626   > <USER: Remedy Application Service                   > <Overlay-Group: 1         >         0 : Push Fields -> "SRM:Request"

      <FLTR> <TID: 0000000499> <RPC ID: 0004980468> <Queue: Prv:390626> <Client-RPC: 390626   > <USER: Remedy Application Service                   > <Overlay-Group: 1         >               <deferred from filter SRM:AOI:OnModify_Status_Created_1_SetStaged>

      <FLTR> <TID: 0000000480> <RPC ID: 0004980524> <Queue: Fast      > <Client-RPC: 390620   > <USER: czjc0092 -- Impersonated by Remedy Application Service --> <Overlay-Group: 1         > /* Tue Sep 26 2017 11:37:04.6210 */ Error evaluating assignment for field 420003104

      com.bmc.arsys.domain.etc.ARException: ERROR (302): Entry does not exist in database; Business Time Holidays, name=SGP000000000168

      "

      Here, I would like to find out the field whose ID is 420003104, and check whats the problem happening there.

       

      I believe this particular field whose ID is 420003104, is the root cause of the Error (302) that I am facing.

       

      Please advise.

       

      Any help would be much appreciated.

        • 1. Re: ARException: ERROR (302): Entry does not exist in database
          Andreas Mitterdorfer

          Grep the log for all lines containing the rpc id (0004980524). You'll see that the error is caused by filter MYIT:SR Expected Completion Date:Calculate and it tries to execute Application-Bus-Time-Add 1506443824 1 4 SGP000000000168 SGP000000000168 but SGP000000000168 does not exist.

          SRM Expected Completion Date calculation gives some information on the workflow.

          Maybe the SGP000000000168 has some workdays/holidays configured but the name isn't correct anymore?

          • 2. Re: ARException: ERROR (302): Entry does not exist in database
            EMRAH OZBEKAR

            Ed,

            Do you intentionally use turnaround time in your SRD?

            it is not about your support group. there is a parameter mistake here. Since you've defined turnaround time in your SRD, it is trying to calculate Expected Date using business hours. And it is doing this by invoking the process command "Application-Bus-Time-Add".

             

            Command parameters are as below:

            Application-Bus-Time-Add $TIMESTAMP$ $Turnaround Time$ $Time Unit$ $HolidayTag$ $WorkDayTag$

            and in your log, it populates the parameters with following values:

            Application-Bus-Time-Add 1506443824 1 4 SGP000000000168 SGP000000000168

            where

            1506443824 --> TIMESTAMP

            1 --> Turnaround Time

            4 -->Time Unit

            SGP000000000168  --> Holiday Tag

            SGP000000000168  -->WorkDay Tag

             

            As you see, it is populating Holiday Tag and WorkDay Tag parameters with support group ids. It was supposed to be populated with Business Time Holiday name or ID. It is giving the error "Entry does not exist in database" because you don't have a Business Time Holiday with the name "SGP000000000168"

             

            This filter is called during a service operation on form "MYIT:SR Expected Completion Date" but I couldn't see the filter calling that service action in your log.

            Since this filter has the runif qalification as --> ('Turnaround Time' != $NULL$)

            You may set the turnaround time to NULL in your SRD as a workaround.

            However, We need to see the filter which is calling this service action in the logs in order to understand why/how service action is being called with incorrect parameters.

            • 3. Re: ARException: ERROR (302): Entry does not exist in database
              EMRAH OZBEKAR

              Hi Ed,

              Could you resolve the issue? If so, please explain how you did so others can use that knowledge and mark the discussion as Answered with the most helpful answer.

              Regards

              • 4. Re: ARException: ERROR (302): Entry does not exist in database
                edison pioneer

                Hi Emrah,

                 

                Working out and implementing the solution you provided is on the top of my list. Two days ago the same client raised a Priority 1 issue and I got side tracked. I have not forgotten it yet.

                 

                The only update I can give you now is that the client responded saying that she thinks this is a business time issue.

                 

                I have also kept in mind to search for filter which is causing the service action to call "MYIT:SR Expected Completion Date". I haven't got the opportunity so far to go through the logs again loking for it.

                 

                Please be assured I will definitely update you on this. I thank you again for your keen interest.

                 

                Sincerely,

                Ed

                • 5. Re: ARException: ERROR (302): Entry does not exist in database
                  Jason Miller

                  I noticed you have SLM activity right before the 302 error. More specifically SLM:EventSchedule. Take a look at this KA: KnowledgeArticle - BMC

                   

                  I had been seeing the same issue where a an UPDATE is issued to a SLM:EventSchedule record by user activity but the record was deleted by the escalation mentioned in the KA before the user-triggered UPDATE statement was issued to the DB.

                  • 6. Re: ARException: ERROR (302): Entry does not exist in database
                    edison pioneer

                    Hi Jason,

                     

                    Thanks for the suggestion. I will look into it and let you know how relevant it is to my issue.

                     

                    Thanks again.