Sometimes It pays to be careful in the Local Machine Editor on your Servicedesk Server. Recently an error message came to me along with a complaint that Incidents in Servicedesk could not be opened or worked on. In fact, Process Manager was even not able to open for a short while. In review of the log files, we discovered the following error, shortened and focused:
Exception: Can't create RuleAction type 'Symantec.ServiceDesk.Cm.Automation.CmRulesetArgumentsProvider'. [global] Can't create RuleAction type 'Symantec.ServiceDesk.Cm.Automation.CmRulesetArgumentsProvider'. [global] System.Exception: Can't create RuleAction type 'Symantec.ServiceDesk.Cm.Automation.CmRulesetArgumentsProvider'. ---> System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> System.ArgumentException: The Message Exchange Factory failed to fetch an exchange by the given name ---> System.ArgumentNullException: Value cannot be null. [global] Parameter name: name
One might think that a rule set is missing, or a ruleset automation dll file has been deleted, but none of those were at fault. Deeper inspection found that the Object Storage Default Exchange Name value had been cleared from the LocalMachine Editor utility. A quick entry of Local.orm, the default value, and a restart of services quickly resolved the issue.
As you peruse the various settings in that editor, possibly configuring additional publishing destinations, or maybe adding a load-balancing configuration, just be careful to NOT change that setting, especially for Servicedesk. It might come back to haunt you in the future.