6 Replies Latest reply on May 18, 2016 9:10 AM by wynnb

    Missing Predefined Tasks on Service Request

    sheilarahman Rookie

      Hi,

       

      I have an issue with the predefined tasks on Service Request. By predefined I mean an auto generated tasks created once client has submitted the tickets. Yesterday I can still see the tasks, but today it is just went missing. I have tried to restart the Workflow Engine services and reboot the server. It seems like is not working at all. Any ideas guys? This is a Production issue. Wasted the whole day trying to figure out the solution. Please help.

       

      Thank you.

        • 1. Re: Missing Predefined Tasks on Service Request
          florian1 Expert

          Hi Sheila,

           

          is a workflow instance is generated after the Service Reqeust is submitted? Are other Workflows (Incident etc.) working fine?

          If yes, have a look at the workflow history and look for failed workflow blocks.

           

          If not, take a look at the workflow engine logs. Not sure about HEAT Classic, but in HEAT 7.x you can find the log fie path under "C:\Program Files (x86)\FrontRange Solutions\Service Management\WorkflowService\log4net.config". Should be similar.

           

           

          Cheers,

          Florian

          • 2. Re: Missing Predefined Tasks on Service Request
            sheilarahman Rookie

            Production - Error 1.JPG

             

            The whole workflow is not working even for Incident. I have this error message from the Service Log. Is this helpful?

            • 3. Re: Missing Predefined Tasks on Service Request
              florian1 Expert

              Did you recently change or delete the InternalServices user?

               

              The workflow engine relies on this user:

                  <add key="SaaSConfigSvcURL" value="https://{yourtenant}:443/CentralConfig/ConfigServiceAPI.asmx" />

                  <add key="BlockDefinitionPath" value=".\Blocks" />

                  <add key="ServiceAccountUsername" value="InternalServices" />

              • 4. Re: Missing Predefined Tasks on Service Request
                sheilarahman Rookie

                Hi Florian,

                 

                InternalServices user is still in our record.

                 

                InternalServices.JPG

                 

                Is there any other way I can fix this? At the moment, my colleagues manually created the task.

                • 5. Re: Missing Predefined Tasks on Service Request
                  florian1 Expert

                  Does it still have the Admin role?

                   

                  If yes, can you please check the trusted host IPs on the configuration page.

                  Ensure that you have both the IPv4 & IPv6 addresses of your HEAT Servers:

                  If you have added one, please do an iisreset (or recycle the application pool) afterwards.

                  Did you recently Switch IP addresses or are you by chance using DHCP?

                   

                   

                  I can reproduce this issue if I try to manually do a SOAP request from a non-trusted host:

                  <soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope
                  " xmlns:con="http://www.frontrange.com/ConfigServiceAPI
                  ">
                     <soap:Header/>
                     <soap:Body>
                        <con:AuthenticateAPI>
                           <!--Optional:-->
                           <con:userName>InternalServices</con:userName>
                           <!--Optional:-->
                           <con:tenantId>{yourtenant
                  }</con:tenantId>
                        </con:AuthenticateAPI>
                     </soap:Body>
                  </soap:Envelope>
                  
                  

                   

                  <soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope
                  " xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance
                  " xmlns:xsd="http://www.w3.org/2001/XMLSchema
                  ">
                     <soap:Body>
                        <soap:Fault>
                           <soap:Code>
                              <soap:Value>soap:Sender</soap:Value>
                           </soap:Code>
                           <soap:Reason>
                              <soap:Text xml:lang="en">Access denied.</
                  soap:Text>
                           </soap:Reason>
                           <soap:Detail/>
                        </soap:Fault>
                     </soap:Body>
                  </soap:Envelope>
                  
                  

                   

                  Working fine from a trusted host:

                  <soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope
                  " xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance
                  " xmlns:xsd="http://www.w3.org/2001/XMLSchema
                  ">
                     <soap:Body>
                        <AuthenticateAPIResponse xmlns="http://www.frontrange.com/ConfigServiceAPI
                  ">
                           <AuthenticateAPIResult>
                              <TenantId>{yourtenant
                  }</TenantId>
                              <LoginId>InternalServices</LoginId>
                              <SessionId>12345</SessionId>
                              [...]
                              <AuthenticationStatus>Success
                  </AuthenticationStatus>
                           </AuthenticateAPIResult>
                        </AuthenticateAPIResponse>
                     </soap:Body>
                  </soap:Envelope>
                  
                  
                  • 6. Re: Missing Predefined Tasks on Service Request
                    wynnb Specialist

                    Are the workflows failing, or just not starting? We've had a similar issue where the workflows don't start that is related to logging (check the event logs on the application server). I've had to restart the logging service to correct that. You may need to restart all the HEAT services.