Error on Incident Resolution.

[derekgreen]

I removed a process from our Incident BPM on Thursday of last week, it was emailing analysts when a call was assigned and it was pointed out that this was superfluous as Hornbill handles this requirement. Not sure if it's in any way connected but I have gone to resolve a call this afternoon and received the error attached. Can anyone advise?

[Victor]

@derekgreen did you delete and recreate P4 service level in your "Service Desk" SLA? ... whilst this request was active?

EDIT: btw, removing the node from the process is not related to this error...

[Victor]

The issue is that is trying to reference a service level ID which no longer exists... the inexistent ID is the P4 service level, and looking in the data, it seems a new P4 service level has been created at some point...

If this is correct, there are 16 requests in active state which will throw the same error... Let me know if the scenario is correct so I can see if they can be fixed...

[derekgreen]

Hi Victor. I must owe you a pint or two by now!

I think the scenario is exactly as you have described - I raised and closed a P3 incident yesterday with no issues at all. The resolution times on both P3 and P4 were changed at management request last week. I expect my P3 was fine since it was raised after the change was made, and will be the same for any new P4's. Would be good if something can be done about calls raised before the change.

[Victor]

@derekgreen ah...alcohol...!! I read once that alcohol is really bad for your health... so I stopped reading since.

I'll have a look to see if we can fix the existing requests, we might be able to change the ids but can't say for sure...might not work but we'll see.

[derekgreen]

Thanks Victor. I gave up reading years ago, drink was giving me blurred vision so something had to go....

[Victor]

@derekgreen can you try and resolve IN00001274 (I assume you wanted to resolve this one) and let me know how it works? If all fine I will apply the same "fix" for the other 15-16 that have the issue...

[derekgreen]

Just tried it Victor, same result I fear.

[derekgreen]

[Victor]

@derekgreen hmm... think I have missed something before... argh, you make me work...so much for my plan to slack all day   ... can you try again?

[derekgreen]

Sorry, still the same! Slacking is bad for you, I speak as one who knows....

[Victor]

@derekgreen right, I just had a word with your instance, the behavior is unacceptable! ... May I ask to give it another go...  third time's the charm they say!  

[derekgreen]

Result! That one resolved and closed ok. Whatever you did, can you do it for my outstanding P3 and 4 calls? A star is born...

[Victor]

@derekgreen I threatened the instance that I know where it is hosted...what services it uses an so forth... fear works! 

I'll have a look and see (which/how) the rest of the affected request and apply the fix (if is the same issue, but it looks like it...)

[derekgreen]

Thanks Victor, much appreciated. Off for a sadly non liquid lunch. 

[Victor]

@derekgreen the rest of the affected request should now be fixed... These are the ones I found (15 of them enclosed below) which referred to the "old" service level ID. I hope these are the whole lot but if you find any that I might have missed please let me know  

IN00000969, IN00000978, IN00001162, IN00001187, IN00001202, IN00001226, IN00001257, IN00001266, IN00001270, IN00001271, IN00001281, IN00001284, IN00001290, IN00001299, IN00001303

[derekgreen]

Victor - that's great, thanks. Closed a couple of our problem children, obviously can't be sure of the others until they are resolved. Thanks again!

[Victor]

@derekgreen good to hear  

20 hours ago, derekgreen said:

A star is born...

...any they end up in supernovae