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

Version 1

    Verified Product Versions

    Service Desk 7.8.x

    The Escalation Point Processing task failed with the following error message in the windows event log: Background processing error: Escalation Point expiry action failed for escalation point of class type 'IncidentManagement.EscalationPoint' with primary key 'x'. Object reference not set to an instance of an object.


    Solution found by the support engineer in this instance:


    "The root cause of the issue is related to escalation points that alter the priority.  In each of your response levels you have escalation actions that increment the incident priority, for example your default response level 05Hours has 3 escalation actions that increment the priority level.  The background processing service will not handle this action properly if there is not a priority already set on the incident in question (so no priority which it can increment). To resolve this there are two options depending on what it is you are trying to achieve with the escalation actions.


    We can update all your incidents in bulk to the lowest priority which will allow the background processing service to now go through the backlog of escalation points, however you will then need to think about how the priority will be set in future.  One solution to that is to have it set automatically in an action at 0% of the escalation.


    The other option is to change how your escalation actions work, perhaps changing the existing actions from incrementing the priority to instead explicitly specifying a higher priority each time."