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Error on Incident Resolution.


derekgreen
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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?58fe13b276bcf_resolveerror.PNG.d75cd206a9ecae862523907c4cb88500.PNG

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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...

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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.

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@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

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