Error in saving incident request from Analyst portal

Manas_Gautam

Manas_Gautam Customer IT Monkey ✭

November 2019 in Analyst Portal

We have a requirement to enabled Pause/Start the SLA depending on priority of incident request. We have implemented the changes suggested in the link http://blog.scsmsolutions.com/2013/02/sla-in-scsm-2012-part-3-hidden-features/ When we test through console everything works fine. But when we open the request and try to change the status and save the request. We are getting below error

UpdateDirtyProjectionAsync threw an exception

2019-11-18 19:23:48,268, ERROR [ 19]: Microsoft.EnterpriseManagement.Common.ObjectNotFoundException: An object of class ManagementPackClass with ID 4a9f934c-aeac-00a9-919f-2530539a507e was not found.

at Microsoft.EnterpriseManagement.Configuration.TypeSpaceCache.Get[T](Guid id)

at Microsoft.EnterpriseManagement.EntityTypeManagement.GetClass(Guid id)

at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObject.GetLeastDerivedNonAbstractClass()

at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObject.GetProperties()

at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectBaseWithProperties.InitializeProperties()

at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectBaseWithProperties.AddPropertyValue(String columnName, Object value)

at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObject.CreateMultiple[T](IList`1 dataAccessResultSet, EnterpriseManagementGroup managementGroup, Dictionary`2& instanceById, ObjectQueryOptions queryOptions)

at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObject.CreateMultiple[T](IList`1 dataAccessResultSet, EnterpriseManagementGroup managementGroup, ObjectQueryOptions queryOptions)

at Microsoft.EnterpriseManagement.Common.EnterpriseManagementRelationshipObject`1.CreateMultiple(IList`1 dataAccessResultSets, EnterpriseManagementGroup managementGroup, ObjectQueryOptions queryOptions)

at Cireson.ServiceManager.Library.Extensions.SystemCenterExtensions.GetRelatedOjectsWhereTarget(EnterpriseManagementObject value, EnterpriseManagementGroup emg)

at Cireson.ServiceManager.ManagementService.ManagementService.InvokeCommand[T](Func`2 func, Boolean invokeAsService)

at System.Threading.Tasks.Task`1.InnerInvoke()

at System.Threading.Tasks.Task.Execute()

--- End of stack trace from previous location where exception was thrown ---

at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()

at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)

at Cireson.ServiceManager.ManagementService.ManagementService.<InvokeCommandAsync>d__9`1.MoveNext()

--- End of stack trace from previous location where exception was thrown ---

at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()

at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)

at Cireson.ServiceManager.DAL.RelatedObjects.<ProcessSingleCardinalityRelatedObjectsAsync>d__15.MoveNext()

--- End of stack trace from previous location where exception was thrown ---

at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()

at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)

at Cireson.ServiceManager.DAL.RelatedObjects.<UpdateDirtyObjectsAsync>d__14.MoveNext()

--- End of stack trace from previous location where exception was thrown ---

at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()

at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)

at Cireson.ServiceManager.DAL.RelatedObjects.<UpdateObjectsComparingToOriginalAsync>d__13.MoveNext()

--- End of stack trace from previous location where exception was thrown ---

at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()

at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)

at CallSite.Target(Closure , CallSite , Object )

at Cireson.ServiceManager.Services.Projection.<UpdateDirtyProjectionAsync>d__14.MoveNext()

2019-11-18 19:23:48,268, ERROR [ 19]: WorkItem Save call failed with error: An object of class ManagementPackClass with ID 4a9f934c-aeac-00a9-919f-2530539a507e was not found.

0

Answers

Shane_White Cireson Support Super IT Monkey ✭✭✭✭✭

November 2019

Hi @Manas_Gautam
So I know that we do not support this scenario because Microsoft do not Support this, having said that there could be some things to start trouble shooting first.
It is having issues finding that object '4a9f934c-aeac-00a9-919f-2530539a507e'
So run this in PowerShell on the server to find out what that object is:
Get-SCSMManagementPack -Id '4a9f934c-aeac-00a9-919f-2530539a507e'
See what it comes back with.
Thanks,
Shane

0
Manas_Gautam Customer IT Monkey ✭

November 2019

Hi @Shane_White
I ran the given PS command and I am getting below error.

Get-SCSMManagementPack : An object of class ManagementPack with ID 4a9f934c-aeac-00a9-919f-2530539a507e was not found.
At line:1 char:1
+ Get-SCSMManagementPack -Id '4a9f934c-aeac-00a9-919f-2530539a507e'
+ ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
   + CategoryInfo         : ObjectNotFound: (4a9f934c-aeac-00a9-919f-2530539a507e:String) [Get-SCManagementPack], ObjectNotFoundEx
  ception
   + FullyQualifiedErrorId : ManagementPack id '4a9f934c-aeac-00a9-919f-2530539a507e' does not exist,SMLets.GetManagementPackComman
  d

0
Shane_White Cireson Support Super IT Monkey ✭✭✭✭✭

November 2019

Hi @Manas_Gautam
Are you using a custom Incident.js form?
Are you using Custom Type Projections against the form?
Thanks,
Shane

0
Manas_Gautam Customer IT Monkey ✭

November 2019

Hi @Shane_White
yes, I am using custom Incident.js form and custom type projection against it.
Many thanks in advance
Regards,
Manas

0
Shane_White Cireson Support Super IT Monkey ✭✭✭✭✭

November 2019

Hi @Manas_Gautam
My first guess would be something in that Custom Type Projection that you have against the Incident form no longer exists, if you remove the custom Type Projection, and use the default incident form does it work?
If so I would review your custom type projection!
Thanks,
Shane

0
Manas_Gautam Customer IT Monkey ✭

November 2019

Hi @Shane_White

We have certain implementations as per requirement hence we can not use default incident form. Though If i create any other ticket that does not fulfil the SLA criteria, it works fine.

Thanks,
Manas

0
Shane_White Cireson Support Super IT Monkey ✭✭✭✭✭

November 2019

Hi @Manas_Gautam
Only advice I can offer is to check the custom Type Projection, check it has been setup correctly in the Portal Admin Group Settings, check that the assigned AD Group to this Type Projection has access to all parts of that Type Projection.
By that error, something is missing that the current Type Projection cannot see, so this is where to start, find out what it is that it cannot access. It could well be that the Portal does not support this method of pausing SLA which is why when it does not fulfil the SLA Criteria it works fine.
Unfortunately this is a hard situation as pausing SLA's is not supported by Microsoft or Cireson as it is not best practice following ITIL.
Thanks,
Shane

0
Manas_Gautam Customer IT Monkey ✭

December 2019

Thanks Shane,
I am using Admin account (Cireson / SCSM) to do our initial testing. When request is created from console the functionaity work correctly. While in ciresone portal as soon as SLO WF is executed no actions can be taken on the request.
We are using the SCSM + Cireson Portal for multiple projects in the organization. For one application this SLA implementation is working, but showing error in second project.

Regards,
Gautam

0
Manas_Gautam Customer IT Monkey ✭

January 2020

Hello Shane,

We had a call with Microsoft to discuss this issue and as per them this is the hidden feature which is not released publicaly.
I am using to Analyst/Admin account to perform all the operations, so Type Projections should be of any issue.
Please let us know if we can have some session or call to discuss this issue.

0

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