The short question is: has anybody had issue with SLMLookupTblKeyword field on HPD:Help Desk records on IM 7 being blank, regularly causing the following error in arerror.log?
ARERR [102] Name parameter (or name field in a parameter) is empty : 300427600 This is the long story: After seeing the errors, I did some digging in and it turns out that... system (ITSM 7) is having trouble deleting records on SYS:Action form...related to HPD:Help Desk record's SLM stuff. On manually trying to remove the offending record on SYS:Action, I get the same error. Because filter INT:HPDSLM:INC:SLMSetTarget_7 encounters some issue. Because it references the top table on SLM tab, CurrentSLAs_tbl, and this table's source form name is supposed to be held in field SLMLookupTblKeyword, which is a real field, not a display only one, ...but this record (and many others) have this field empty. On further digging in (by this time I am at a dark and uncomfortable depth), it turns out that most HPD:Help Desk records have value "SLM:Measurement" in this field, the right source form of this table, but many records have this field blank. I did some more digging in and it turns out the only workflow setting this field (at least the only ones on HPD:HelpDesk form) are some active links such as "HPD:INC:SchemaNameLookup_10_NoSLM", and they set the field to "SYS:SLM:Measurement_Clone". It **looks like** when there is no SLA attached, this "clone" form is used as source. And this form is just a trick to improve performance by avoiding unnecessary search on SLM:Measurement, because the "clone" form seems to never have records. My interpretation. Now the question for me is why do many HPD:Help Desk records have field SLMLookupTblKeyword blank. Related question, what's setting it, in the first place? I'm guessing SLM code, but where, how and why is it shirking its duty on some records? And a bonus question, what are those clown active links doing? They seem to be good for nothing...other than upping the total number of active links in ITSM 7. Ah...answered my own question before hitting send...turns out all the HPD:HelpDesk records with this issue were created not by people, but came in thru the form HPD:HelpDesk_Interface_submit (incoming email, web services etc). They should have rememberd to have the code on this intermediate form set SLMLookupTblKeyword field, but they didn't, so I get to do the honor. I will set it to...I don't know if I should set it to "SLM:Measurement" or "SLM:Measurement_Clone". Bummer. It's late so I'm tossing a coin and then going home. TIA. ps: It took a while to type this, so I'm sending this instead of discarding it...hopefully will help somebody some day __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
