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941p4 SRC Can not update Support Request, Validation Error

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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 http://localhost:13080/SM/7/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 http://localhost13080/SM/7/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>

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Respected Contributor.
Respected Contributor.

Re: 941p4 SRC Can not update Support Request, Validation Error

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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;
//}

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Acclaimed Contributor.
Acclaimed Contributor.

Re: 941p4 SRC Can not update Support Request, Validation Error

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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;
                                                                }
 
Carlos Villalobos R
Customer Support Engineer
If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation.
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Respected Contributor.
Respected Contributor.

Re: 941p4 SRC Can not update Support Request, Validation Error

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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;
//}

View solution in original post

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Acclaimed Contributor.
Acclaimed Contributor.

Re: 941p4 SRC Can not update Support Request, Validation Error

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Hi,

perfect, thanks for the tip, is really appreciated.

Carlos Villalobos R
Customer Support Engineer
If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation.
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