Incident stops being breached even clock is not stopped. Error 'Exception.Background.EscalationExpiryActionFailed' happens.

Version 2

    Verified Product Versions

    LANDESK Service Desk 7.6LANDESK Service Desk 7.7.xLANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.xLANDESK Asset Central 2017.xLANDESK Service Desk 2017.x

    Symptom:

    Incident 'Is Breach' attribute is false and escalation points stop expire. Incidents will never be breached.

     

    When checking Windows Event Viewer log, below error is recorded.

     

    Touchpaper Error Code: Exception.Background.EscalationExpiryActionFailed (-2147214591)

    Background processing error: escalation point expiry action failed for escalation point of class type 'IncidentManagement.EscalationPoint' with primary key 'b06eadd3-XXX'. String or binary data would be truncated.

    The statement has been terminated.

    It means the Escalation point processing task failed.

     

    One possible cause:

    Check if escalation notification is redesigned updated recently.

    When escalation notification is generated, data is trying to be inserted to tps_user_message table. If the length of the notification title or description exceeds the table column size, it will fail.

     

    One possible solution:

    Increased mail subject or description column size in Database and issue is resolved.

     

    Reference:

    Error in eventlog: The escalation Point Processing task failed with the following error message: Background processing e…

    "There is an error in XML document (1, 1)." error when a calculation process condition is being evaluated

    Background services won't run. Object reference not set to an instance of an object.

    Error in Eventlog: Escalation Point expiry action failed for escalation point of class type '{Process}.EscalationPoint' with primary key {Guid}. There is an error in XML document (1, 1).