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SRC : Affected Services empty when creating an new Support Request

Hi,

In order to offer our clients a nice access to the service catalog, I installed SRC on our test env.

If I want to work with support requests, the affected service list is not synchronised with the affected services in HP SM. Becasue of this creation or updates of support tickets does not work (Close works).

I can't open a new support request as I can not select a correct business service --> Message Invalid Service

If I want to update a support ticket or leave a comment, I receive the message :

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

We don't work with subscriptions!

Does anyone know, what could be wrong and how I can fix it.

Thank's for any good advices

Steve

Env :

Application : HP SM9.34 with PDCP4 + SRC 9.34P5

Binaries : 9.35P5

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Re: SRC : Affected Services empty when creating an new Support Request

Dear Steve,

I have searched for the error and found this is a known error that is listed on the KM: https://softwaresupport.hpe.com/group/softwaresupport/search-result/-/facetsearch/document/KM00798805.

Hope this helps!

Thank you and Best regards,

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Re: SRC : Affected Services empty when creating an new Support Request

Hi,

thank's for the feedback, I found that error too, but it's not the same. The main issue is that the affected service list is not filled out correctly.

The question is where can I define which services are displayed. Even if I subscripe some services, they are not displayed in the list.

I think that I have to control under SRC Tailoring ---> General Checkout panel - Additional Informaton the Affected Service field, but there seems every thing correct. If I understood, there is also a wizard that can be checked but I'm not sure.

Help

Steve

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