BP/Workflow errors in SM build 2041

[Victor]

Yesterday afternoon we have deployed SM build 2014 in live instances. Unfortunately, our tests prior to deployment did not reveal an issue that affected workflow "Update Status" nodes. This issue was found later in the evening at which point we have decided to remove the update from the app store. At this point however the update was already cached which meant the update was available to be applied manually in live instances this morning. There is a number of instances that applied this build.

The development team is now working on a solution and a new build with a fix will be ready as soon as possible. Meanwhile to avoid the issue on workflows the following workaround can be applied:

For "Update Status" workflow nodes set "System Timeline Update" parameter to "Ignore" (Requests > Update Request > Status node).

 

[Giuseppe Iannacone]

@Victor thanks for the feedback I'm applying the workaround with success, it is really time consuming, please give us a solution, the sooner the better.

[John C]

We are effected too

 

[John C]

@Victorwhere exactly do I browse to in order to edit the setting you recommend?

[Victor]

@John C in admin tool navigate to Home - Applications - Service Manager - Business Processes. Open the workflows and locate any nodes that are "Update Status" nodes. Edit the node and amend the value for "System Timeline Update" parameter.

[John C]

@Victor thank you, will the new patch be activated automatically or will it involve a manual install?

 

[Victor]

@John C the manual install should have never been an option (but this is a separate conversation). It will all be automatic (the patch build).

[John C]

@Victor do I change this one too?

[John C]

@Victor or ones that just have Task - Status?

[Victor]

@John C only the ones with Task = Status

[John C]

@Victor thank you for clearing that up, will the update be ready for rollout today?

[Victor]

@John C it will certainly be. Don't have exact information as of precisely when at this point...

[John C]

@Victorthanks again, one final question, sorry, will I have to revert to the original settings again manually or will the update look after that?

[Victor]

2 minutes ago, John C said:

revert to the original settings again manually or will the update look after that?

Manually I'm afraid... the update only fixes the issue where "System Timeline Update" set to anything but "Ignore" would break the workflow...

[John C]

@Victorthe reason I ask is because i am the only person with access to change these settings and I am off on hols from today for a week, so should i revert back to Manual in the ones I changed now by COB today regardless of the update being applied by then or not?

[John C]

@Victor I have a bigger issue now, users logging tickets and they are not appearing on our Service Desk, I reverted the only two changes I made re the status, but tickets are still not appearing in our queue, please help ASAP?

[John C]

@Victorexample of ticket logged but not appearing in our queue, nor are we receiving mail notifications re new tickets being logged

Is there is wider issue now?

[Victor]

@John C it is likely that the workflow fails at the beginning where is an "Update Status" node prior to the workflow possibly assign the request to a team and sending out any notifications.

[John C]

@Victor I do not understand, the last ticket came through at 10:47 but no mail notifications since 08:41, the Service Desk in Ireland and the US cannot see new tickets in Service Manager?

Here is API, please take a look:

<removed>

 

[Dave Longley]

@Victor when the new patch is released, will it fix all tickets which are currently broken? 

[Victor]

@Dave Longley unfortunately not. If needed we will assist you in this regard on the support request you have open with us.

[Dave Longley]

okay, thanks @Victor, will need this help. I have not changed the WF yet as per a comment earlier on, there will be a fix deployed later today.  Do you know when this will be released? 

[Victor]

@Dave Longley and everyone else

We have deployed a patch update in all affected instances that resolves the issue. If you have applied the workaround on any existing workflow configurations this can now be reverted as is no longer needed.

We are now analysing the of the event in detail and will come back with a detailed RCA once the investigation is complete. We unreservedly apologies for the issue and we can only hope it did not cause too much grief on your day to day operations.

[Daniel]

@Victor,

is it going to be applied automatically? We can't access App Store anymore

thanks

Daniel

[Victor]

40 minutes ago, Victor said:

We have deployed a patch update in all affected instances

@Daniel it's already done, all affected instances have been patched. There is no other action needed apart from reverting any workarounds on workflows that might have been implemented earlier.