941p4 SRC Can not update Support Request, Validation Error

Hello,

When I create a Support Request via the SRC I can add comments to the ticket. However when i create an interaction in the windows client and then try to add comments i get an error.

Message: Unexpected Exception: Runtime error or exception incurred in server. Please contact your Administrator..

from the log file.  I get an "Invalid Service" validation error. Is this refering to the Affected Service or Subscription or something else? I can see and save the ticket correctly in the web and windows clients.

Question is which field is it complainign about and how exactly is it validting?

 

 

 

12932(153708) 11/11/2016 16:33:03 RTE D doQuery using query string incident.id="SD000587933"
12932(153708) 11/11/2016 16:33:03 RTE D doGet query returned 1
12932(153708) 11/11/2016 16:33:03 RTE D Invoking doc engine with action Update, object SvcCatInteraction, file incidents
12932(153708) 11/11/2016 16:33:03 RTE D RADTRACE running application se.external.action in current thread[0]
12932(153708) 11/11/2016 16:33:03 RTE D RADTRACE application parameter names: {"file", "index", "description", "prompt", "name"}
12932(153708) 11/11/2016 16:33:03 RTE D RADTRACE application parameter values: {incidents={["SD000587933", , "FALCON, JENNIFER", "3", '11/11/16 16:32:51', '11/11/16 16:32:51', "falcon", "falcon", {"234"}, "Accounts Services", "falcon", "Categorize", "None", , {[]}, {}, {"Service Desk"}, false, "incident", '00:00:41', , , "advantage/North America - HR & Administration", "BLDG1", , , false, , "3", , , , , 0, "falcon", '11/11/16 16:32:51', , , true, , , , , {}, "failure", "job failed", , , , "Categorization", , , , , , "advantage", , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , "sdfsdf", "FALCON, JENNIFER", , , , '11/11/16 16:32:10', {}, {}, false, "3", , , , , , false, , , , , {}, , , , , , "234", , , , "falcon", "falcon", true, , , , "nisswClib9k=", {}, , ]}, 0, {NULL, NULL, NULL, NULL, NULL, NULL, NULL, NULL}, "Update", "SvcCatInteraction"}
12932(153708) 11/11/2016 16:33:03 RTE D RADTRACE running application ScAPI.js.runRad in current thread[0]
12932(153708) 11/11/2016 16:33:03 RTE D RADTRACE application parameter names: {"name", "names", "values", "numbers", "description"}
12932(153708) 11/11/2016 16:33:03 RTE D RADTRACE application parameter values: {"Subscriptions.select.subscriptions", {"file", "names"}, {incidents={[, , "FALCON, JENNIFER", , , , , , {}, , , , , , {[]}, {}, {}, , , , , , , , , , , , , , , , , , , , , , , , , , , {}, , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , {}, {}, , , , , , , , , , , , , {}, , , , , , , , , , , , , , , , , {}, , ]}, }, {6, 8}, {"names"}}
12932(153708) 11/11/2016 16:33:03 RTE D CallRAD returned 0 for docEngine invocation
12932(153708) 11/11/2016 16:33:03 RTE D se.external.action returned 71 in parameter one
12932(153708) 11/11/2016 16:33:03 RTE D docEngine call returned internal cc=71 for action Update on file incidents
12932(153708) 11/11/2016 16:33:03 RTE D Serializing record into XML
12932(153708) 11/11/2016 16:33:03 RTE D SOA revision time is 2015-05-31
12932(153708) 11/11/2016 16:33:03 RTE D SOA revision level is 1
12932(153708) 11/11/2016 16:33:03 RTE D Response-Total: 0.078 -- RAD:0.000 JS:0.031 Log:0.000 Database:0.047 (CPU 1.468) Transaction - Web Service UpdateSvcCatInteraction
12932(153708) 11/11/2016 16:33:03 RTE D -Memory : D(597432) S(12595744) O(2129548) MAX(14893484) - MALLOC's Transaction(31494) Total(2038035)
12932(153708) 11/11/2016 16:33:03 RTE D Returning response: <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"><SOAP-ENV:Body><UpdateSvcCatInteractionResponse message="Validation failed" returnCode="71" schemaRevisionDate="2015-05-31" schemaRevisionLevel="1" status="FAILURE" xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://schemas.hp.com/SM/7 ">localhost:13080/.../SvcCatInteraction.xsd"><model><keys><InteractionID type="String">SD000587933</InteractionID></keys><instance recordid="SD000587933 - incident - 234" uniquequery="incident.id=&quot;SD000587933&quot;"><InteractionID type="String">SD000587933</InteractionID><Severity type="String">3</Severity><Description type="Array"><Description type="String">234</Description></Description><Service type="String">Accounts Services</Service><CallbackType type="String">None</CallbackType><Comments type="String">sdfsdf</Comments></instance></model><messages><cmn:message type="String">Invalid Service.</cmn:message></messages></UpdateSvcCatInteractionResponse></SOAP-ENV:Body></SOAP-ENV:Envelope>
12932(153708) 11/11/2016 16:33:03 RTE D setResponseXml() entered: size = 1241, response = <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"><SOAP-ENV:Body><UpdateSvcCatInteractionResponse message="Validation failed" returnCode="71" schemaRevisionDate="2015-05-31" schemaRevisionLevel="1" status="FAILURE" xmlns="http://schemas.hp.com/SM/7" xmlns:cmn="http://schemas.hp.com/SM/7/Common" xmlns:xmime="http://www.w3.org/2005/05/xmlmime" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://schemas.hp.com/SM/7 ">localhost13080/.../SvcCatInteraction.xsd"><model><keys><InteractionID type="String">SD000587933</InteractionID></keys><instance recordid="SD000587933 - incident - 234" uniquequery="incident.id=&quot;SD000587933&quot;"><InteractionID type="String">SD000587933</InteractionID><Severity type="String">3</Severity><Description type="Array"><Description type="String">234</Description></Description><Service type="String">Accounts Services</Service><CallbackType type="String">None</CallbackType><Comments type="String">sdfsdf</Comments></instance></model><messages><cmn:message type="String">Invalid Service.</cmn:message></messages></UpdateSvcCatInteractionResponse></SOAP-ENV:Body></SOAP-ENV:Envelope>

  • Hello Peterkas,

    hope you are doing fine.

    I found a known issue on our database with the same description as yours and i would like to share with you the workaround provided, I believe it could helps you to fix it:

     

    Please add below code to SL: ScAPI_svcCatRequest.updateRequest()(as codchange04.png):
    …………………………………………………………..
    var obj   = new SCFile('Object');
                                                    obj.doSelect('file.name="incidents"');
                                                    if(obj['workflowLocation'] != null){
                                    vars.$G_bg_activity_text = vars.$update_action;
                                                                    }
     
  • Verified Answer

    Hi Carlos,

    Thanks though that code was allready in the script. What i found was that without an existing subscription for that user for the Affected Services in the Interaction it would throw the bad validation error. As a work around without going with a subscrion model is from the script you mentioned i just commented out the validation for Affected Service and it works now.

    //var errorMsg = setAffectedItem(incident);
    //if (errorMsg) {
    // setErrorMsg(errorMsg);
    // setExitType(BAD_VALIDATION_EXIT);
    // return;
    //}

  • Hi,

    perfect, thanks for the tip, is really appreciated.