10 Replies Latest reply on May 12, 2014 8:57 AM by Balaji DL

    Unable to create SLM Data Source rules for HPD:Help Desk

      Share This:

      Hi All,

      We have recently installed ITSM 8.1 using stack installer and we migrated the data from version 7.6.04 using Delta Data Migration tool. But when we raise incidents we found out that the service targets are not getting attached. I tried to rebuild the service targets, this didn't solve my problem, I then tried to rebuild the workflow rules from Application Administration Console --> SLM --> Data Sources but some of the rules are not getting rebuilt as shown in the screen shot. I also tried to delete the rules from Rule Definition form and rebuild the work flow but still the same result.

      SLM.png

      Does anybody have any idea as to how I can resolve this issue?

      Regards,

      Mussie

        • 1. Re: Unable to create SLM Data Source rules for HPD:Help Desk

          Hi Mussie,

           

          Can you "View" those and see any error messages? if memory serves, there is an Administrator Tab that has the finer level details on this.

          • 2. Re: Unable to create SLM Data Source rules for HPD:Help Desk

            Hi Wallace,

            Thanks for the response, here is what is I can see if I click View:

             

            14:44:07 15 Sep 2013  

            14:44:07 15 Sep 2013  ***************************************************************************

            14:44:07 15 Sep 2013  Start Create-Rule Processing ...

            14:44:07 15 Sep 2013  Command: "Create-Rule"; form "SLM:RuleDefinition"; guid: "AGGAAEHXA101MAMTGAK9A0HOWI2Q9D"; EntryIdString "000000000000606"

            14:44:08 15 Sep 2013  Looking up events, conds & actions for rule "HPD:Help Desk_MeasReqAvailLoadDetail"

            14:44:08 15 Sep 2013  

            14:44:08 15 Sep 2013  Interpreting Rule: HPD:Help Desk_MeasReqAvailLoadDetail

            14:44:08 15 Sep 2013  Building filters on form: HPD:Help Desk

            14:44:08 15 Sep 2013  Event Guid is AG00155D080B7DdKZQTgNPhpDwdqYB

            14:44:08 15 Sep 2013  Condition Guid is: AG00155D080B7DdKZQTgXflpDweqYB

            14:44:08 15 Sep 2013  Action Guid is AG00155D080B7DdaZQTg2_5pDwjaYB

            14:44:08 15 Sep 2013  Execution order for rule :  0

            14:44:08 15 Sep 2013 

            14:44:08 15 Sep 2013  Event Processing ...

            14:44:08 15 Sep 2013  Completed processing Data Event (ProcessDataEvent) :  HPD:Help Desk_DE_None

            14:44:08 15 Sep 2013 

            14:44:08 15 Sep 2013  Condition Processing ...

            14:44:08 15 Sep 2013  Processing Condition :  HPD:Help Desk_None.

            14:44:08 15 Sep 2013  Completed processing condition  :  HPD:Help Desk_None

            14:44:08 15 Sep 2013  returning 0

            14:44:08 15 Sep 2013  Condition :   

            14:44:08 15 Sep 2013 

            14:44:08 15 Sep 2013  Action Processing ...

            14:44:08 15 Sep 2013  SrcObj:SLM_MEASUREMENTSVT ; RefObj:SL001143D417CBsXFOQwuS6MAgFscA ; DestObj:

            14:44:15 15 Sep 2013  Processing Set Fields Action :  HPD:Help Desk_MeasReqAvailLoadDetail_SVA.

            14:44:15 15 Sep 2013  Completed processing Set values Action :  HPD:Help Desk_MeasReqAvailLoadDetail_SVA.

            14:44:15 15 Sep 2013 

            14:44:15 15 Sep 2013  Generating AR Workflow ...

            14:44:15 15 Sep 2013  Workflow::Delete - Delete using Name in SLM:RuleDefinition

            14:44:15 15 Sep 2013  

            14:44:15 15 Sep 2013  ruleName: HPD:Help Desk_MeasReqAvailLoadDetail

            14:44:15 15 Sep 2013  Workflow::DeleteRuleFilRegAndFilAssocAndWorkflow - Delete entries with qualification = "'490003300' LIKE "%HPD:Help Desk_MeasReqAvailLoadDetail%""

            14:44:15 15 Sep 2013  Workflow::DeleteRuleFilRegAndFilAssocAndWorkflow - 1 Entries found to be deleted from SLM:RuleFilterRegistration form

            14:44:15 15 Sep 2013  Workflow::DeleteWorkflowFromServer - Warning - filter "zSLMGen:HPD:Help Desk_MeasReqAvailLoadDetail`!"  is not exist for deleting

            14:44:15 15 Sep 2013  Workflow::DeleteWorkflowFromServer - deleting zSLMGen:HPD:Help Desk_MeasReqAvailLoadDetail`! with overlay mode ...

            14:44:15 15 Sep 2013  Workflow::DeleteWorkflowFromServer - Warning - filter "zSLMGen:HPD:Help Desk_MeasReqAvailLoadDetail`!"  does not exist for deleting with overlay

            14:44:15 15 Sep 2013  Workflow::DeleteRuleFilRegAndFilAssocAndWorkflow - Deleted entry 000000000000114 in SLM:RuleFilterRegistration form with Name HPD:Help Desk_MeasReqAvailLoadDetail and GUID BRGAAEHXA101MAMTFQK1AC7QUWCTST

            14:44:15 15 Sep 2013  Workflow::DeleteOMFRuleFilterAssoc - Delete entries with qualification = "'490003000' = "(null)""

            14:44:15 15 Sep 2013  Workflow::DeleteOMFRuleFilterAssoc - Error while getting list of entry in SLM:RuleFilterAssociation form

            14:44:15 15 Sep 2013  Start generating AR Workflow...

            14:44:15 15 Sep 2013  Workflow::DoDataEvents - Processed Data Event (DoDataEvents)): HPD:Help Desk_DE_None

            14:44:15 15 Sep 2013  Workflow::UpdateWorkflowActions - Processing AR Set Fields Action

            14:44:15 15 Sep 2013  Workflow::UpdateWorkflowActions - Processed AR Set fields action

            14:44:15 15 Sep 2013  Begin Create WorkFlow Action.

            14:44:15 15 Sep 2013  End Create WorkFlow Action.

            14:44:15 15 Sep 2013  Creating filters on form: HPD:Help Desk

            14:44:15 15 Sep 2013  Begin Create WorkFlow Action.

            14:44:15 15 Sep 2013  Success on OMRelObjWFAct::checkOverlaySchema - ARGetSchema API - HPD:Help Desk

            14:44:15 15 Sep 2013  OMRelObjWFAct::FilterEscalationCreate: Error while creating filter - "zSLMGen:HPD:Help Desk_MeasReqAvailLoadDetail`!"

            14:44:15 15 Sep 2013  The AR API ARCreateFilter has returned error code of 2 in OMRelObjWFAct::FilterEscalationCreate

            14:44:15 15 Sep 2013  Status - Message Text = One of the field/assignments in the set filter/active link/escalation definition is invalid.

            14:44:15 15 Sep 2013  Status - Appended Text = HPD:Help Desk

            14:44:15 15 Sep 2013  Status - Message Number = 168

            14:44:15 15 Sep 2013  Error at FilterEscalationCreate funtion during filter creation

            14:44:15 15 Sep 2013  Create WorkFlow Action is Failed.

            14:44:15 15 Sep 2013  Workflow::Update - Error - could not create filters.

            14:44:15 15 Sep 2013  Error interpreting rule - AR Workflow could not be created.

            • 3. Re: Unable to create SLM Data Source rules for HPD:Help Desk

              One of the field/assignments in the set filter/active link/escalation definition is invalid.


              An error occurred with one of the field or value assignments in the Set Fields action of a filter, active link, or escalation definition. An associated message provides details. Usually, the problem is an attempt to define an assignment between incompatible data types or to nonexistent fields.


              Not sure why though.... Will need to have a look at what is really happening, can you switch on the SQL logs to see what it is trying to do?

              • 4. Re: Unable to create SLM Data Source rules for HPD:Help Desk
                Hardik Desai

                Can you try following:

                - 1.Create Fields/Modify Fields button, wait for the creation of HPD:Help Desk_SLA join form. (can be reviewed via Dev Studio)

                - Delete all the HPD:Help Desk data source filters from the database (Dev Studio).

                - Delete all entries in the Application Pending form for Category BR-BRIE

                - Now, attempt to build the data source filters via 2.Create Filter/Modify Filter button.

                • 5. Re: Unable to create SLM Data Source rules for HPD:Help Desk

                  Hi Hardesai,

                  Can you clarify point # 1, the HPD:Help Desk_SLA join form is already created?

                  Mussie

                  • 6. Re: Unable to create SLM Data Source rules for HPD:Help Desk
                    Hardik Desai

                    Even if the form is present you can perform the step, it would only ensure it recreates the form and if there is any missing field it would get created with that action.

                    • 7. Re: Unable to create SLM Data Source rules for HPD:Help Desk

                      Hardik,

                      I followed your steps but still getting the same error, any other suggestions?

                       

                      Wallace,

                      I have attached the filter and SQL log on the original post.

                      Cheers,

                      Mussie

                      • 8. Re: Unable to create SLM Data Source rules for HPD:Help Desk
                        Hardik Desai


                        I sense metadata corruption of the records on the forms involved in data source rebuild due to multiple failed rebuild attempts of the filters. Request you to please submit a BMC support ticket to work on the issue.

                        • 9. Re: Unable to create SLM Data Source rules for HPD:Help Desk

                          Hi guys,

                          I have reinstalled SLM module and I was able to rebuild the workflows:

                          SVT Workflow.png

                          I have then created new SVTs and deleted the previous ones

                           

                          SVT1.png

                           

                          SVT2.png

                          SVT3.png

                          But when I raise new tickets which met the criteria defined in the SVT, the SVT is getting attached but not the Milestones and Actions:

                           

                          SVT-Ticket.png

                           

                          I even tried rebuilding the workflows and then SVTs but still the same result.

                          Any suggestions would certainly be appreciated?

                          Regards,

                          Mussie

                          • 10. Re: Unable to create SLM Data Source rules for HPD:Help Desk

                            Hi,

                             

                            even i faced the similar issue. but instaned of re-installing the module, i followed the below steps & was able to build the data source successfully.

                             

                            To resolve this issue, please do the following:

                            - login to AR User tool

                            - open form "SLM:RuleActionSetValueItem" in search mode

                            - search where 'Name' = "<name of your application form like HPD:Help Desk or CHG:Infrastructure Change>"

                            - it will return about 42-43 records, depending on the configuration

                            - take a back up of all these records and delete them

                            - try building the data source again

                             

                            This will resolve the issue and all your data source filters will be built.


                            https://kb.bmc.com/infocenter/index?page=content&id=KA318563&actp=search&viewlocale=en_US&searchid=1399901627105