There is an error in Problem Management, such that it will not accept any Problem Tickets with priority set to Medium. While the ticket can be created, it ends up making the ticket non-workable and assigns a task to the Service Managers.
System.ArgumentException: Requested value 'Medium' was not found. at System.Enum.Parse(Type enumType, String value, Boolean ignoreCase) at LogicBase.Core.AbstractEnsembleWorkflowComponent.Start(String taskID, String workflowID, IData data) at LogicBase.Core.Models.Workflow.WorkflowDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)
Unfortunately, Problem Management was not designed to accomodate the type of priorities expected in this circumstance. This was defined as a task priority and not a process priority.
All processes in Workflow have 2 priority values.
1. Process priority
Process priorities have no limitations and can be set to any value desired.
2. Task priority.
Task priorities, however, can only be set to one of the six default values.
All of the process design for ServiceDesk itself, is only concerned with actions and functions surrounding the process priority value. Likewise, Incident Management & Change Management don't touch task priority, however Problem does try to setup the task priority, incorrectly.
KB TECH212326 has the revised problem management package for this issue. You can, however, open the SD.ProblemManagement.package and make the following changes.
1. In the "Problem Analysis" model, in the "Problem Analysis" workflow dialog component, open the Assignments tab and find the "Task Priority by Variable Value" checkbox and uncheck it. Save your changes to this component.
2. In the "Review Problem Proposal" model, in the "Review Solution for Approval" workflow dialog component, open the Assignments tab and find the "Task Priority by Variable Value" checkbox and uncheck it. Save your changes to this.
3. Save your changes to the overall model and republish.
4. This will resolve the issue. The screenshot below shows the INCORRECT config. Once you uncheck the checkbox, it will configure correctly.
Servicedesk 7.5 Sp1
Imported Document ID: TECH214441
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