It would really appreciate if I could find out more about this known issue and its cause & fix.
https://knowledge.broadcom.com/external/article?articleId=201936
Issue/Introduction
After ServiceDesk 17.3 environment was upgraded to 17.3.0.1, the events that should be attached to the ticket with Attach Event Macros no longer run.
Steps to reproduce:
1. Create an Event with name: abcEvent
Object Type : Request/Incident/Problem
Delay Time: 00:00:30
Condition : Req. Status = Open
Repeat Delay Time : 00:00:00
2. Create a macro with details:
Symbol : abcMacro_to_attach_abcEvent
Object Type : Request/Incident/Problem
Macro Type: Attach Event
Event : abcEvent (The one created in step1)
3. Create another macro with details:
Symbol : zAction on True
Object Type : Request/Incident/Problem
Macro Type : Action
Macro Code : logf(SIGNIFICANT,"---> true
action");
4. Open Init activity notification
Update the event with "abcEvent"
5. Try to create R/I/P ticket.
Result: We see the event does not gets attached.
Expected result: When abcEvent triggers, it need to attach the same event "abcEvent".
Cause
DE58131
Resolution
The correction of this problem should be available via a test fix patch.
Please open a Technical Support issue to request it if desired.
PRODUCT: Unicenter Service Desk RELEASE: 17.3
FN: T5UG444 DATE: 15 Oct 2020
PROBLEM SYMPTOM: WIN-FAILED TO CALCULATE PROJECTED VIOLATION
Original Message:
Sent: 10-13-2021 03:21 AM
From: Brian Mathato
Subject: Post Upgrade From SDM 12.9 to SDM 17.1.0.11 Attach Event BHVEVTATTACH Macros Not Firing
Hi Stuart,
Any reason you upgraded to r17.1, when it just went EOS on 30 Sep 2021?
https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer/viewthread?MessageKey=3f5a001c-684a-4334-926e-8ab0120a82b1&CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&tab=digestviewer#bm3f5a001c-684a-4334-926e-8ab0120a82b1
I would suggest you upgrade the current r17.1_RU11 to r17.2 or r17.3 and apply the latest RU on top of the base upgraded supported version. If the problem still persist, then log a support case for further investigation.
------------------------------
Kind Regards,
Brian
[JobTitle]
[Country]
Original Message:
Sent: 10-08-2021 05:49 AM
From: STUART MATTHEWS
Subject: Post Upgrade From SDM 12.9 to SDM 17.1.0.11 Attach Event BHVEVTATTACH Macros Not Firing
Hello,
During the testing phase of our SDM 12.9 to SDM 17.1.0.11 upgrade, we have detected that "Attach Event" macros (Code = BHVEVTATTACH) are not firing.
There is nothing obvious within the stdlog even with pdm_logstat -n animator_nxd verbose and or pdm_logstat -a 0 set.
We have tried following Events are not not firing in CA Service Desk Manager and dropping all rows within [mdb].[dbo].[anima].
I've tried creating a new Attach Event in 17.1.0.11 but the issue remains. Any ideas on how to troubleshoot further?
Thanks
Stuart