Are you using the Requester Console, or full SRM? I have only worked with
Requester Console so YMMV.
Are you able to create ANY SRs that successfully generate Incidents or
Changes? If so, you should be able to create new SRs using the data from
the failing SR and find the error with logging enabled.
If you can't create any successful SR-->Incident or Change, then you have
some fundamental config wrong. Basically you need:
1. Summary definitions that
--> Define the summaries the SR user can choose
--> Map the summary to a valid Request Type and Operational Category
--> Note that the mapping is Company-dependent if your Op Cats are
2. Assignment Rule to assign the new Incident or Change to a Support Group
based on the Company / Op Cat from the Summary mapping.
3. If you have added any other Required Fields to the Incident or Change,
or workflow that makes some required, then you need to somehow set these to
valid values on Incident submit. This is generally done through workflow
but you may be able to use field defaults depending.
This should be all you need.
Regards,
Chuck Baldi
On Tue, Mar 24, 2009 at 3:58 PM, Timothy Rondeau <
[email protected]> wrote:
> **
>
> Since the incident was created no info is found. The entry is there
> because of the error, but no event exists.
>
>
>
>
>
>
> ------------------------------
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [email protected]] *On Behalf Of *Charles Baldi
> *Sent:* Tuesday, March 24, 2009 3:46 PM
> *To:* [email protected]
> *Subject:* Re: Service Request encountered an event error with the
> back-end application
>
>
>
> **
>
> Another common source for this type of error is that there is no assignment
> rule for the created Incident. The error text in the event that Eli points
> to should tell you what is going on.
>
>
>
> Regards,
>
> Chuck Baldi
>
> On Tue, Mar 24, 2009 at 3:38 PM, Eli Schilling <[email protected]>
> wrote:
>
> **
>
> You'll want to open this request in the SRM:Request form (there should be
> an REQ number). The "Service Requests" form has a [Processes and Questions]
> tab. From there click [View Proces] and then in the lower right corner
> [View Events] - Typically, it will give you a more useful message about what
> failed. However, since it DID create the incident, its hard to say what
> might have happened. I usually see these when people submit service
> requests with invalid categorization or when they enter their entire life
> story in the summary field.
>
>
>
> Hope that helps...
>
>
>
> -Eli
>
>
> ------------------------------
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [email protected]] *On Behalf Of *Timothy Rondeau
> *Sent:* Tuesday, March 24, 2009 12:33 PM
> *To:* [email protected]
> *Subject:* Service Request encountered an event error with the back-end
> application
>
> **
>
> Hi,
>
>
>
> 7.0.1 p2 on SQL 2005 windows 2003 ITSM
>
>
>
> Hoping someone can point me in the right direction. Looking at these
> errors below and trying to figure out why they are generated. Incident gets
> created, but have this email, no info as to why this gets generated.
>
>
>
>
>
> Service Request INC000000264119 encountered an event error with the
> back-end application. This error must be handled promptly.
>
>
>
> Thanks
>
>
>
> Tim
>
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