When creating an incident with associated CMDB assets, the information about the incident stored in Symantec_CMDB database is not correct.
RelateIncidentToNSAsset component does not send the correct data to SMP server for creating Incident entry in CMDB database (Inv_ServiceDesk_Incident_Details table). IncidentID and URLToIncident columns have erroneous values, not the expected values of IncidentID to contain the actual Incident ID and the URLToIncident to contain a link to the Incident.
This component is used particularly in ServiceDesk while saving incident data:
'SD.IncidentManagement' workflow > 'Save References and Contacts' model > 'Relate Incident To SMP Asset' component.
Note: This only affects incidents created through the Advanced form.
The ProcessID & TrackingID values that are need to properly populate the IncidentID field & the URLtoIncident field aren't properly set prior to the information being written to the Symantec_CMDB database.
This issue will be fixed in the next release of ServiceDesk.
For current customers with this issue please use the following steps to fix this issue going forward
Open SD.IncidentManagement inside Workflow Designer.
Open model CreateIncidentAdvanced
Add a "Copy Data Element to New Location" and place it in the swim lane after the "Get TrackingID" component. A screen shot has been provided to show the location of the new components.
Set the "Copy Data Element to New Location" values as follows:
Data Type: Text
Data From Variable Name: Global.ReportProcessID
Assign To Variable Name: IncidentToCreate.ProcessID
Add a second "Copy Data Element to New Location" and place it in the swim lane after the first "Copy Data Element to New Location" component
Set this "Copy Data Element to New Location" values as follows:
Data Type: Text
Data From Variable Name: WorkflowTrackingID
Assign To Variable Name: IncidentToCreate.TrackingID
Save & Publish the updated project.
ServiceDesk 7.1 SP2 (possibly also earlier versions)
RelateIncidentToNSAsset component does not send correct/expected data to SMP.
Imported Document Id
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