Missing Predefined Tasks on Service Request

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

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" />

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>

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.