Inherit Primary - Service Requests & Activities

Hi All,
I have an issue with the Inherit Primary functionality with Books of Business. I have set this up between Service Requests and Activities. If I search for Activity records as I expect, I see all Activity records in my Book only, whether they are owned by me or not.
If I then look at a Service Request I see the related Activities but only those Owned by me as a user. If someone else in the same book has an Activity against my Service Request I cannot see this record in the related items of my Service Request. If I then search for this Activity I can see the record and have access to this... Argh!
My colleague has also come across this issue relating to Accounts and Opportunities. Has anyone found a fix?
Thanks
Oli @ Innoveer

The system can only return activities that the user owns, the user is on the activity user list, the user is searching a specific book or the user has access to all activities. In your case, you can see the activity because you are searching in your book. This is a known deficiency.

Similar Messages

SCSM 2012 R2 Portal - Publishing Service Request and Change Request.

Dears,
Sorry for this questions, it is very basic.
I want links on how to create below things:
Create Cataloge about Services we provide such: Create VM, Delete VM, Create User and Mailbox, Add user to group
How to publish this request to Portal
Create Change request approval flow such: approve creating user and mailbox
How to publish above change request
Thanks

In addition to Thomas and regarding your assumption "I am not sure if the books help on this points":
In the
Microsoft System Center 2012 Cookbook in the chapter 5 starting on page 148 the detailed steps "how to create a request offering for a new user request" are described.
Each recipe in this chapter describes how to setup a request offering with all related components to get this done.
The recipes you need in this chapter are:
Creating Service Request templates, page 148
Creating Service Request activities, page 151
Creating Service Offering categories, page 157
Creating Service Catalog Request offerings, page 159
Creating Service Catalog Service offerings, page 167
Publishing Service offerings and Request offerings, page 176
Working with Service Requests in the portal, page 183
Creating Service Request notifications, page 187
There is only one minor mistake in this chapter on page 153:
"Unanimous (only one reviewer
needs to approve)" -> it must be "Unanimous
(all reviewers
must approve)"
I am pretty sure the recipes will work because I wrote the chapter. And sorry for the mistake on page 153! ;-)
Andreas Baumgarten | H&D International Group

SCSM 2012 - service requests auto complete even with activities in them

I introduced SCSM 2012 on Monday at out company. I have a number of service requests templates that the service desk use.
I have seen a major fault. Occasionally when a request is raised from the template the goes straight to complete and therefore the manual activities are stuck in pending and i have to kill the activities using a powershell script. Below is a screen shot
showing an example.
THis was raised from a template the service desk use frequently. The template is ok because we have used it several times. In the example below service desk raised the template - as ever when you raise a request the system moves it from 'new' to 'In Progress'
- which is fine you should expect this - but then it automatically moves it from 'In Progress to 'Complete' - this is without the activity being completed. The activity is then stuck in pending. No one is marking the request as complete, the system is doing
it - but why??????? there are no workflows set up at all for Service Requests

Hi CCOTS-KN
You can actually quite easily test this.
Create an SR from a template that has 3 Manual Activities. Once created it will progress through the 'Submitted' status to the 'In Progress' status. The first Manual Activity should also be 'In Progress'. Now complete the first Manual Activity,
then wait for the second Manual Activity to go to the 'In Progress' status. Now, put the SR 'On Hold'. Wait for a couple of minutes - until the 2nd and 3rd Manual Activities are paused. Now resume the SR. What should happen is that
the Manual Activity resume workflow should trigger before other workflows, resulting in the SR and the Manual Activities remaining 'In Progress'. If the issue is not fixed, the completion workflow will trigger first resulting in a completed SR with paused
activities.
HTH
Cheers
Shaun

Service Request Report with related Activities?

Just curious if anyone has seen or created an SSRS report off the DWDataMart related to Service Requests and corresponding activities? Specifically I am looking for approval activities and the approvers/status which relate back to Service Requests.

Smjohn,
Perhaps narative reporting can assist with this, I have a document I can send you that gives you information on narrative reporting. You can email me at alex.neill@{see profile}
regards
Alex

SCSM 2012 R2 - Activities have been completed but Service Request staying In Progress

I have noticed that a number of service requests that are shwoing with the status as 'In Progress' have actually had all the related activities resolved.
Once the activities are all closed the request should automatically go to Compelted, why is this not happening on some of my Service Request????
tamrep

There were in deed some needing attention under activity status changed, but no errors showing in the log.
I re-ran them all and they succeeded so maybe this was it. Have you come across it before? I'll need to keep an eye on this.
There wasn't anything requiring attention under Service request Status changed, which i was surprised with.
tamrep

Service Requests remain In Progress when all Activities are Completed

Hello Experts, we're periodically finding Service Requests remain In Progress, when all Activities within the SR are Completed.
Specifically this is happening when a RB Activity within the SR template has generated an Incident and attached it to the SR, and all of the Activities within the SR are Completed prior to the Incident being Closed.
Has anyone run into this situation?
Even if we had means to easily find this scenario in our system that would ease our pain -- is it possible to use PowerShell to return all Service Request's which are In Progress but have all child Activities marked as Completed?
Thanks!

I've run into a couple of Service Request status issues. I'm convinced the SR status workflows are not as well designed as the other out of the box work item workflows. I've recently run into a problem with Service Requests failing to start (i.e. stuck forever
in New status) depending on how they were created, and Here's a similar script i used to address the SR's jumping to completed bug from early in 2012.
import-module smlets
#Variable Setups
$SRCompleted = Get-SCSMEnumeration ServiceRequestStatusEnum.Completed$
$SRCompletedID = $SRCompleted.id
$SRInProgress = Get-SCSMEnumeration ServiceRequestStatusEnum.InProgress
$ACCompleted = Get-SCSMEnumeration ActivityStatusEnum.Completed$
$ACSkipped = Get-SCSMEnumeration ActivityStatusEnum.Skipped$
$SRClass = Get-ScsmClass System.WorkItem.ServiceRequest$
$ContainsActivity = get-scsmrelationshipclass System.WorkItemContainsActivity$
$SRReset = $False
#Get SR in question (from workflow params)
$SR = get-scsmobject -class $SRClass -filter "id -eq $ID"
#Get all children relations.
$ChildREls = Get-SCSMRelationshipObject -BySource $SR | ? {$_.relationshipid -eq $ContainsActivity.id -and $_.IsDeleted -eq $False}
#if there are children (don't reset SRs that don't have activities)
if ($ChildRELs) {
foreach ($childREL in $ChildRELs ){
#Get Activity from child relation.
$ChildAC = (get-scsmobject -Id $childREL.TargetObject.id)
if (!($ChildAC.Status -eq $ACCompleted -or $ChildAC.Status -eq $ACSkipped -or $ChildAC.Skip -eq $True)) {
$SRReset = $True
if ($SRReset) { Set-SCSMObject $sr -Property Status -Value $SRInProgress }
the important part of that script is the bit where i'm walking each child and checking it's status. you could adapt this to your situation with some framing adjustments.

Contact- Service Request - display only SRs that are owned by the user

Hi
Following is the scenario:
User is got access to all Contacts and can see only owned SRs.
User Role - Can Read All Records = YES
User Access Profile
Contact - Readonly
Related Information under Contact:
Service Request - View (Inherit Primary does not appear in the drop down)
When I login, I am able to see all Contacts (as per Role set) and also all SRs related to that Contact.
Problem: Only SRs that are owned by the logged in User should appear. Other user's SR should not be displayed under the contact.
I have seen examples of using "Inherit Primary". This option is not available.
How to achieve this functionality ? (Contact - Read All Records and SRs related to Contact should show only logged in users SRs)

Dear Royston,
Thanks a lot for your response. I tried the steps and it worked fine... though I had trouble getting the parameter values passed... finally sorted out... Thanks.
For others who are trying to pass value through URL:
P0 - indicates the no. of parameters to be passed
P1 - indicates the operator to be used.. in my case it was equal
P2 - field name... get the exact name from the report designer by clicking Formula in the column. (I missed this part and struggled to get the right data for couple of hours)
P3 - the value for which the data to be filtered. (Get this value from the drop down in Custom Web Applet)
https://secure-ausomxapa.crmondemand.com/OnDemand/user/analytics/saw.dll?Go&Path=%2fshared%2fCompany_AAPA-O9O5F1_Shared_Folder%2fBSC%20Visibilty%20test%20report&Options=rfd&Action=Navigate&*P0=1&P1=eq&P2="- Service Request Custom Attributes".TEXT_54&P3=%%%st53_User_Id%%%*
Regards
Suchitra Prakash

Wish to create an Installation Service Request for Field Service with Multiple S/N

We are using Oracle 12.1.3 with Teleservice, Field Service and Installed Base. We ship multiple Serial Numbers in a given order then need to dispatch our Field Service technicians in order to install them at the customers locations. I am having a hard time thinking or figuring out the best way to record this in Oracle EBS. Using a Service Request is difficult as there is not a way to list multiple Serial Numbers that we are aware of. Any help or suggestions would be very welcomed.
Thanks
Jesse

You are not able to add user input while working "My Activities" or "My Requests" in the portal. They would have to use the Console, and then in the SR they would be able to update the User Input if that is where you wanted to store it. I would
create your own Activity Class (Inherit from Manual Activity) and add the fields for what you want, IP, Hostname etc.. then on the portal when the user request the vm map those values to that activity which is assigned to your network team. when they open
their activity in the console they can add the value for ip. There are many ways you can do this. Which way do you think your team will be most likely to follow.

Template to open multiple service requests

I have the following requirement to achieve with service manager...
I wish to open a new Service request or incident from HR for a new starter,
This SR or incident then needs to open templeted sub activites of build machine, assign phone extension, create AD account etc etc
These sub-tasks can then be assigned to other staff and closed off seperately but all link to the master...
How can I achieve this?
***Don't forget to mark helpful or answer***

This is, in fact, the entire purpose of the template, to allow you to create complex work items like Service Requests, with all component activities as they are.
The service request is a linear progression, i.e. only one activity will run at a time, and as soon as it completes, the next activity will start. this behavior is by design. if you have multiple tasks that need to run concurrently, consider using a Parallel
Activity container. the PA container will start, and all activities within the PA container will start, and as soon as all activities inside the PA are completed, then the PA will complete, and the next activity inside the Service Request will start.
Views are not updated unless you click away and back, or manually refresh the view. this might be why you don't see them.

Service Requests not resolving

Good Morning TechNet Experts,
I have been having an issue with service requests and I'm one week away from deployment. Basically, I had no need for a "Review" activity, we implement service requests the same way we implement incidents. An analyst opens a ticket for customer,
once service has been applied they should resolve the service request. With incidents this is easy, you just change the incident status to resolved...
However, with Service Requests I created a new template that did not require the "Approval" activity, only the "Apply Service" activity. My Idea was when an analyst is finished with the ticket, he/she just marks the "Apply Service"
activity as completed and the service request can move to "Completed" status.
Although the activity is being marked as completed, the ticket is not changing status. Some are stuck in "In Progress" and some are stuck in "New" status (even though the activity is showing as completed....). These have been stuck for
more than 24 hours now... when this actually goes into production a week from now even 5 minutes is a long time.
What can I do to solve this? I am open to implementing a new procedure if required. Thanks in advance!

Hi,
First of all, it looks like you are having an issue with your workflows. Please restart the HealthService (Microsoft Monitoring Agent) and check if the workflows restart. Do other workflows run (e.g. notification subscriptions)?
Secondly, if you are using service requests with only one manual activity, I believe the handling is a little bit complicated for your analysts. Why don't you remove all activities completely from your SR template? The service request will then go to status
"Submitted" once created, and the analyst can use the task "Complete" to complete the SR without having to worry about activities.
HTH,
Dieter

Creating Activity object for a Service Request object...

[This thread was migrated from the On Demand Developer Forum in the old Siebel Community] 
drangineni
New Contributor
Ho do we use Activity object of a Service Request object. I am trying to
create an Activity object for a existing Service Request object.
I am looking for some sample code.
I greatly appreciate your help.
Product: CRM OnDemand
11-26-2006 12:40 PM
Re: Creating Activity object for a Service Request object...
BigSlick
Valued Contributor
drangineni, What programming language are you using?
BS
12-04-2006 10:56 AM
Re: Creating Activity object for a Service Request object...
drangineni
New Contributor
Hi, I am using C# .
12-04-2006 07:40 PM
Re: Creating Activity object for a Service Request object...
BigSlick
Valued Contributor
drangineni, assuming you know the service requestid or externalId of the
Sr you are dealin gwith you would first set that value.
ServiceRequest1[] objSRList =new ServiceRequest1[1];
objSRList[0] = new ServiceRequest1();
objSRList[0].ServiceRequestId = <YourSRId>;
Then you create an array of activities and initialize the first one:
objSRList[0].ListOfActivity = new Activity[1];
objSRList[0].ListOfActivity[0] = new Activity();
Now set the data fields
objSRList[0].ListOfActivity[0].Subject ="My Subject";
objSRList[0].ListOfActivity[0].Description ="My Description";
objSRList[0].ListOfActivity[0].Display = "Task"; //valid values are either
"Task" or "Appointment"
Then call the ServiceREquestInsertOrUpdate method on the ServiceRequest
WebService and pass in the above variable.
BS
12-06-2006 12:36 PM
Re: Creating Activity object for a Service Request object...
drangineni
New Contributor
Thank you BigSlick.
The following error is thrown when I use the
ServiceRequestInsertOrUpdate(objInput)
"No user key can be used for the Integration Component instance 'Service 
Request_Action'.(SBL-EAI-04397)"
When I use the prxySrvcRequest.ServiceRequestInsert(objInput), no error is
thrown and the Activity gets added, but a new Service Request object is
created, but the Activity gets added to an existing Service Request
object. I greatly appreciate your help.
The following is the code:
int ActivityLength = 0;
WSOD_ServiceRequest.ServiceRequest1[] ServiceRequest = new
WSOD_ServiceRequest.ServiceRequest1[1];
ServiceRequest[0] = new WSOD_ServiceRequest.ServiceRequest1();
ServiceRequest[0].ServiceRequestId = this.Request.QueryString["id"];
ServiceRequest[0].ListOfActivity = new
WebSelfService.WSOD_ServiceRequest.Activity[ActivityLength + 1];
ServiceRequest[0].ListOfActivity[0] = new WSOD_ServiceRequest.Activity();
ServiceRequest[0].ListOfActivity[ActivityLength].Description =
this.txtDescription.Text;
ServiceRequest[0].ListOfActivity[ActivityLength].Display = "Task";
ServiceRequest[0].ListOfActivity[ActivityLength].Subject = "My Subject";
WSOD_ServiceRequest.ServiceRequest prxySrvcRequest = new
WebSelfService.WSOD_ServiceRequest.ServiceRequest();
WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Input
objInput = new
WebSelfService.WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Input();
WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Output
objOutput = new
WebSelfService.WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Output();
objInput.ListOfServiceRequest = ServiceRequest;
Session objSession;
objSession = (Session) Application["Session"];
prxySrvcRequest.Url = objSession.GetURL();
try
objOutput = prxySrvcRequest.ServiceRequestInsertOrUpdate(objInput);
catch(Exception e)
12-09-2006 09:53 AM
Re: Creating Activity object for a Service Request object...
drangineni
New Contributor
Thank you BigSlick.
The following error is thrown when I use the
ServiceRequestInsertOrUpdate(objInput)
"No user key can be used for the Integration Component instance 'Service 
Request_Action'.(SBL-EAI-04397)"
When I use the prxySrvcRequest.ServiceRequestInsert(objInput), no error is
thrown and the Activity gets added, but a new Service Request object is
created, but the Activity gets added to an existing Service Request
object. I greatly appreciate your help.
The following is the code:
int ActivityLength = 0;
WSOD_ServiceRequest.ServiceRequest1[] ServiceRequest = new
WSOD_ServiceRequest.ServiceRequest1[1];
ServiceRequest[0] = new WSOD_ServiceRequest.ServiceRequest1();
ServiceRequest[0].ServiceRequestId = this.Request.QueryString["id"];
ServiceRequest[0].ListOfActivity = new
WebSelfService.WSOD_ServiceRequest.Activity[ActivityLength + 1];
ServiceRequest[0].ListOfActivity[0] = new WSOD_ServiceRequest.Activity();
ServiceRequest[0].ListOfActivity[ActivityLength].Description =
this.txtDescription.Text;
ServiceRequest[0].ListOfActivity[ActivityLength].Display = "Task";
ServiceRequest[0].ListOfActivity[ActivityLength].Subject = "My Subject";
WSOD_ServiceRequest.ServiceRequest prxySrvcRequest = new
WebSelfService.WSOD_ServiceRequest.ServiceRequest();
WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Input
objInput = new
WebSelfService.WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Input();
WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Output
objOutput = new
WebSelfService.WSOD_ServiceRequest.ServiceRequestWS_ServiceRequestInsertOrUpdate_Output();
objInput.ListOfServiceRequest = ServiceRequest;
Session objSession;
objSession = (Session) Application["Session"];
prxySrvcRequest.Url = objSession.GetURL();
try
objOutput = prxySrvcRequest.ServiceRequestInsertOrUpdate(objInput);
catch(Exception e)
12-10-2006 08:49 AM
Re: Creating Activity object for a Service Request object...
BigSlick
Valued Contributor
Ah yes, I forgot you also need to specify a unquie Id for the activity.
It's kinda strange.
Try adding this:
ServiceRequest[0].ListOfActivity[ActivityLength].ActivityId = "DummyId";
//OD will overwrite this with a real Id
Or if you have a unquie ID for your Activities you can use:
ServiceRequest[0].ListOfActivity[ActivityLength].ExternalSystemId = <Your
Unique Value>;
Hope that helps,
BS
12-11-2006 10:52 AM
Re: Creating Activity object for a Service Request object...
surgientweb
New Contributor
Hi all,
I have a similar problem, but mine is returning a message that field
"Display" is required. Looking at this post and the documentation it is
obvious that Display is a required field, but my WSDL did not include a
field called "Display", so my proxy did not generate one.
I tried adding a field called Display to the WSDL and the proxy class, but
I get a different error... I figure I maybe cannot add it manually like
that - but I think the bigger problem is it is not part of the WSDL that
Siebel OD generates for me in my admin account.
On top of that Display is not shown in the list of fields for Activity
through the admin interface.. is it possible my account is bugged? Am I
missing something simple here? BigSlick, I see you mention a .Display in
your code sample so I thought you might understand what is wrong. Here is
my code (I am trying to add a activity to a lead).
Thanks for any insight into this!
private void InsertLeadActivity(Session session, NameValueCollection data,
string leadID)
try
if (blnDebug)
Response.Write("Setting up Activity ";
// instantiate the proxy service
Activity_Service.Activity activityProxy = new Activity_Service.Activity();
// set up the target URL
activityProxy.Url = session.GetURL();
activityProxy.CookieContainer = session.GetCookieContainer();
// set up input argument
ActivityNWS_Activity_Insert_Input input = new
ActivityNWS_Activity_Insert_Input();
input.ListOfActivity = new Activity1[1];
input.ListOfActivity[0] = new Activity1();
if (blnDebug)
Response.Write("Getting Data ";
// dg note: name value
// input.ListOfActivity[0].MrMrs = data["MrMrs"];
input.ListOfActivity[0].LeadId = leadID.ToString();
input.ListOfActivity[0].Description = DataToString(data);
input.ListOfActivity[0].Subject = "Website Submission Activity";
input.ListOfActivity[0].Priority = "3-Low";
//input.ListOfActivity[0].DueDate =
DateTime.Now.AddDays(7).ToShortDateString();
input.ListOfActivity[0].Owner = this.defaultLeadOwner;
input.ListOfActivity[0].Type = "Call";
//input.ListOfActivity[0].Display = "Task";
input.ListOfActivity[0].ActivityId = "DummyId";
input.ListOfActivity[0].ExternalSystemId = "web";
activityProxy.Activity_Insert(input);
catch (Exception exInsertActivity1)
if (blnDebug)
Response.Write(" Error inserting activity. " +
exInsertActivity1.ToString() + " ";
01-06-2007 05:05 PM
Re: Creating Activity object for a Service Request object...
surgientweb
New Contributor
Figured it out.. the field "Display" is also known as "Activity"........
Here are some notes for other people.. good luck and feel free to write me
at raskawa-at-gmail-com if you want a code sample.
Some unpublished nice to knows for Siebel On Demand Activities....
In summary:
- .Activity is also known as Display in documentation and on the error
messages coming back from the WS. Also, it appears based on these boards
some people actually have a .Display field. Maybe different accounts
generate different WSDL's.... buggy.
- If a error message is thrown saying "Description is required" it really
means "Subject is required" (make sure .Subject has a value)
- If a error message is thrown complaining that ActionType is not right..
that is really .Type.. make sure it's lookup value is valid for the
dropdown values in your CRM OD system.
My code/values that worked..
input.ListOfActivity[0].LeadId = leadID.ToString();
input.ListOfActivity[0].Description = DataToString(data);
input.ListOfActivity[0].Subject = "Website Submission Activity";
input.ListOfActivity[0].Priority = "3-Low";
//input.ListOfActivity[0].DueDate =
DateTime.Now.AddDays(7).ToShortDateString();
input.ListOfActivity[0].Owner = this.defaultLeadOwner;
input.ListOfActivity[0].Type = "Call";
input.ListOfActivity[0].ActivityId = "DummyId";
input.ListOfActivity[0].ExternalSystemId = "web";
//input.ListOfActivity[0].Display = "Task"; //doesn't work
input.ListOfActivity[0].Activity = "Task"; //does work.
01-06-2007 05:17 PM
Re: Creating Activity object for a Service Request object...
raskawa
First Time Contributor
Hi,
This is surgientweb (under my own login now..)
Anyway, I wanted to add that I figured out that there are two ways to add
a Activity to a Lead. Via the Lead object (by getting a ListOfActivities)
OR by creating a Activity directly and just adding your "LeadID" to it (or
you can also add a "ContactID" to relate the activity to a Contact.)
Feel free to email me for a code example (raskawa....at....gmail)
-David
01-09-2007 02:58 PM

Hi Stephane,
You can definitely read the categories using Tables in CRM. The logic is a bit complicated though.
Use the following steps to retrieve Categories using Std. CRM Tables:
1. Pass transaction GUID in field GUID of table CRMV_REPORT_SUBJ and get KATALOGART, CODEGRUPPE and CODE field values in lv_catalog, lv_codegrp and lv_code.
2. Now you need to concatenate these 3 fields values carefully like this:
CONCATENATE lv_catelog lv_codegrp ' ' lv_code into lv_category1.
Remember there are 4 spaces between lv_codegrp and lv_code.
3. Now pass this lv_category1 in field OBJEXT in table CRMC_ERMS_CAT_OK and get OBJGUID in field lv_objguid.
4. Pass this lv_objguid in field OBJ_GUID and LNK_TYPE = 'IS_CODE' in table CRMC_ERMS_CAT_LN and get value of CAT_GUID in lv_cat_guid.
5. Pass this lv_cat_guid in field CAT_GUID in table CRMC_ERMS_CAT_CA and get value of CAT_ID in field lv_cat_text.
Remember this lv_cat_text is the text value of your last level of category of transaction.
6. To get its upper cateogry level value, simply use table CRMC_ERMS_CAT_HI and get parent guid value and pass this as CAT_GUID again in table CRMC_ERMS_CAT_CA to get its text.
Alternatively, you can also use class method cl_crm_ml_category_util=>get_parse_all to get all levels of categories.
Hope this helps.
Thanks
Vishal

How do I add a Voter to a Review Activity on a Service Request from an AD User Query on the Request Offering?

I have the query set-up and it works fine, but I cannot map it to anything, I suppose because it is an object and not a simple string. I think I get the option to Map it to related items or configuration items in the Query itself maybe, I seem to remember
seeing that, but I can not map it to anywhere on the Service Request or Activities in the Request Offering Set-Up.
However, looking at my Update Object Activity in My Runbook, I do not see how to add a person to a review activity anyway.
Can someone enlighten me?
I do not know Powershell well enough to use it with SCSM or Orchestrator yet, and I am not even sure if we have SMLets so keep it simple if possible.
Thanks for any assistance!

More info:
How to add a Reviewer to a Review Activity through Orchestrator
http://www.scsm.se/?p=895
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How do I delete a Dependant Activity that was accidentally added to a Service Request?

It does not let me "delete" the activity, any other I add I can delete. Also I tried to "Cancel" the Service Request, and it gave me an error, shown below.
Any Suggestions? This is the second time I have had this issue, but before I was able to cancel the Service Request for the User. This specific Request has already been worked, and they are just trying to close it, and that is where they saw that the dependant
activity was used instead of Manual Activity, and they can not close it.
FYI, we do NOT have change management turned on yet, we are fairly new to SCSM.

Was the activity already in-progress or pending? Once an activity has a status, it can no longer be deleted. This is based partly on ITIL principles as well as Service Manager's design. Once an activity "exists", it should only be pending, on hold,
in progress, completed, or skipped (or canceled/failed when things go wrong).
In my opinion, if you accidentally add an activity, you should simply set it to "Skip" and it won't interfere with your work item any longer.
You're free to delete activities that have no status (indicated by the yellow "star" icon on the activity). Typically activity templates will not have a status so you can easily add/remove them from a work item template. However, once you submit
a new activity to an existing work item, SCSM's workflow engine will set that activity's status which will prevent you from deleting it.
So, basically, if you see the star icon, you can delete the activity..otherwise, just set it to skipped.
If you want to get technical, you can use powershell or the SDK to really delete any activity, but there are pitfalls to watch out for. For example, if you delete an activity, make sure you adjust all the other activity's SequenceId values or the activities
probably won't run through their lifecycle properly.
As for the error you got when you tried to cancel it the first time, I'm not sure what caused that.

Issue with Service Request email Notification

Hi All,
Whenever we change the status of SR an email should be triggered. But it is not happening. Is there any setups we have to look for. When ever an event is raised there is no notification sent.
Please let me know your comments at the earliest as it is an priority issue.
Thanks,
Mahesh

Hi Mohammed,
Thanks for the reply. I will explain the issue in detail. The issue is with the iSupport.
User creates an SR in iSupport. Now the status will be in Open. Again user updates the SR by adding some notes by which the status of the SR will be changed to Updated by Customer. At this point we are getting an error notification. This error is as follows
Event Error Name: WFENG_EVENT_NOTFOUND
Event Error Message: 3142: Process 'SERVEREQ/100794754-1997529-EVT' has no activities waiting to receive event 'oracle.apps.cs.sr.ServiceRequest.statuschanged'.
Event Error Stack:
Wf_Engine.Event(SERVEREQ, 100794754-1997529-EVT, CSEVTPROC, oracle.apps.cs.sr.ServiceRequest.statuschanged)
Wf_Rule.Default_Rule(oracle.apps.cs.sr.ServiceRequest.statuschanged, CEEC6B02CCB86CD4E0340003BA4D7D08)
But If we update the same SR from service request form in customer support everything is working fine. \
Please let me know your feedback
Thanks,
Mahesh

ORA-12514: TNS:listener does not currently know of service requested in con

Hi All,
I am trying to create a physical standby using RMAN duplicate command.Yesterday I created it succesfully ,today I dropped the standby database I tried to create new one when I got hit by this error"
<code>
[email protected](standby) $ rman target sys/root123#@db1 auxiliary sys/root123#@standby
Recovery Manager: Release 11.2.0.1.0 - Production on Sun Mar 3 11:38:08 2013
Copyright (c) 1982, 2009, Oracle and/or its affiliates. All rights reserved.
RMAN-00571: ===========================================================
RMAN-00569: =============== ERROR MESSAGE STACK FOLLOWS ===============
RMAN-00571: ===========================================================
RMAN-00554: initialization of internal recovery manager package failed
RMAN-04005: error from target database:
ORA-12514: TNS:listener does not currently know of service requested in connect descriptor
[email protected](standby) $
</code>
below is my tnsname and listener files from primary
[email protected](db1) $ pwd
/u01/app/oracle/dbhome_1/network/admin
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $ ls -ltr
total 28
-rw-r--r-- 1 oracle oinstall 187 May 7 2007 shrept.lst
drwxr-xr-x 2 oracle oinstall 4096 Sep 12 22:12 samples
-rw-r--r-- 1 oracle oinstall 40 Jan 20 03:38 sqlnet.ora_1
-rw-r----- 1 oracle oinstall 1004 Mar 3 00:33 tnsnames.ora
-rw-r--r-- 1 oracle oinstall 1004 Mar 3 11:27 tnsnames13030311AM2745.bak
-rw-r--r-- 1 oracle oinstall 514 Mar 3 11:27 listener13030311AM2745.bak
-rw-r--r-- 1 oracle oinstall 508 Mar 3 11:28 listener.ora
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $ cat tnsnames.ora
# tnsnames.ora Network Configuration File: /u01/app/oracle/dbhome_1/network/admin/tnsnames.ora
# Generated by Oracle configuration tools.
DB1 =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = primary.swapnilkambli.com)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = db1.primary.swapnilkambli.com)
RCAT =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = primary.swapnilkambli.com)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = rcat.primary.swapnilkambli.com)
DB2 =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = primary.swapnilkambli.com)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = db2.primary.swapnilkambli.com)
STANDBY =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = standby.swapnilkambli.com)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = standby.standby.swapnilkambli.com)
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $ cat listener.ora
# listener.ora Network Configuration File: /u01/app/oracle/dbhome_1/network/admin/listener.ora
# Generated by Oracle configuration tools.
SID_LIST_LISTENER =
(SID_LIST =
(SID_DESC =
(GLOBAL_DBNAME = rcat.primary.swapnilkambli.com)
(ORACLE_HOME = /u01/app/oracle/dbhome_1)
(SID_NAME = rcat)
LISTENER =
(DESCRIPTION_LIST =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = primary.swapnilkambli.com)(PORT = 1521))
ADR_BASE_LISTENER = /u01/app/oracle
[email protected](db1) $
[email protected](db1) $ lsnrctl services
LSNRCTL for Linux: Version 11.2.0.1.0 - Production on 03-MAR-2013 11:42:52
Copyright (c) 1991, 2009, Oracle. All rights reserved.
Connecting to (DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=primary.swapnilkambli.com)(PORT=1521)))
Services Summary...
Service "db1.primary.swapnilkambli.com" has 1 instance(s).
Instance "db1", status READY, has 1 handler(s) for this service...
Handler(s):
"DEDICATED" established:6 refused:0 state:ready
LOCAL SERVER
Service "db1XDB.primary.swapnilkambli.com" has 1 instance(s).
Instance "db1", status READY, has 1 handler(s) for this service...
Handler(s):
"D000" established:0 refused:0 current:0 max:1022 state:ready
DISPATCHER <machine: primary.swapnilkambli.com, pid: 2617>
(ADDRESS=(PROTOCOL=tcp)(HOST=primary.swapnilkambli.com)(PORT=23611))
Service "rcat.primary.swapnilkambli.com" has 1 instance(s).
Instance "rcat", status UNKNOWN, has 1 handler(s) for this service...
Handler(s):
"DEDICATED" established:0 refused:0
LOCAL SERVER
The command completed successfully
[email protected](db1) $ tnsping db1
TNS Ping Utility for Linux: Version 11.2.0.1.0 - Production on 03-MAR-2013 11:43:36
Copyright (c) 1997, 2009, Oracle. All rights reserved.
Used parameter files:
Used TNSNAMES adapter to resolve the alias
Attempting to contact (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST = primary.swapnilkambli.com)(PORT = 1521)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = db1.primary.swapnilkambli.com)))
OK (0 msec)
[email protected](db1) $
[email protected](db1) $
[email protected](db1) $ tnsping standby
TNS Ping Utility for Linux: Version 11.2.0.1.0 - Production on 03-MAR-2013 11:43:44
Copyright (c) 1997, 2009, Oracle. All rights reserved.
Used parameter files:
Used TNSNAMES adapter to resolve the alias
Attempting to contact (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST = standby.swapnilkambli.com)(PORT = 1521)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = standby.standby.swapnilkambli.com)))
OK (0 msec)
and below are my entries from standby server
[email protected](standby) $ pwd
/u01/app/oracle/dbhome_1/network/admin
[email protected](standby) $
[email protected](standby) $
[email protected](standby) $
[email protected](standby) $
[email protected](standby) $
[email protected](standby) $ ls -ltr
total 24
-rw-r--r-- 1 oracle oinstall 187 May 7 2007 shrept.lst
drwxr-xr-x 2 oracle oinstall 4096 Sep 12 22:12 samples
-rw-r----- 1 oracle oinstall 576 Mar 3 11:21 tnsnames.ora
-rw-r--r-- 1 oracle oinstall 576 Mar 3 11:25 tnsnames13030311AM2540.bak
-rw-r--r-- 1 oracle oinstall 514 Mar 3 11:25 listener13030311AM2540.bak
-rw-r--r-- 1 oracle oinstall 514 Mar 3 11:26 listener.ora
[email protected](standby) $
[email protected](standby) $
[email protected](standby) $
[email protected](standby) $ cat tnsnames.ora
# tnsnames.ora Network Configuration File: /u01/app/oracle/dbhome_1/network/admin/tnsnames.ora
# Generated by Oracle configuration tools.
DB1 =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = primary.swapnilkambli.com)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = db1.primary.swapnilkambli.com)
STANDBY =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = standby.swapnilkambli.com)(PORT = 1521))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = standby.standby.swapnilkambli.com)
[email protected](standby) $
[email protected](standby) $
[email protected](standby) $ cat listener.ora
# listener.ora Network Configuration File: /u01/app/oracle/dbhome_1/network/admin/listener.ora
# Generated by Oracle configuration tools.
SID_LIST_LISTENER =
(SID_LIST =
(SID_DESC =
(GLOBAL_DBNAME = standby.standby.swapnilkambli.com)
(ORACLE_HOME = /u01/app/oracle/dbhome_1)
(SID_NAME = standby)
LISTENER =
(DESCRIPTION_LIST =
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = standby.swapnilkambli.com)(PORT = 1521))
ADR_BASE_LISTENER = /u01/app/oracle
[email protected](standby) $
[email protected](standby) $ lsnrctl services
LSNRCTL for Linux: Version 11.2.0.1.0 - Production on 03-MAR-2013 11:43:14
Copyright (c) 1991, 2009, Oracle. All rights reserved.
Connecting to (DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=standby.swapnilkambli.com)(PORT=1521)))
Services Summary...
Service "standby" has 1 instance(s).
Instance "standby", status BLOCKED, has 1 handler(s) for this service...
Handler(s):
"DEDICATED" established:0 refused:0 state:ready
LOCAL SERVER
Service "standby.standby.swapnilkambli.com" has 1 instance(s).
Instance "standby", status UNKNOWN, has 1 handler(s) for this service...
Handler(s):
"DEDICATED" established:3 refused:0
LOCAL SERVER
The command completed successfully
[email protected](standby) $ tnsping db1
TNS Ping Utility for Linux: Version 11.2.0.1.0 - Production on 03-MAR-2013 11:49:12
Copyright (c) 1997, 2009, Oracle. All rights reserved.
Used parameter files:
Used TNSNAMES adapter to resolve the alias
Attempting to contact (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST = primary.swapnilkambli.com)(PORT = 1521)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = db1.primary.swapnilkambli.com)))
OK (0 msec)
[email protected](standby) $
[email protected](standby) $
[email protected](standby) $ tnsping standby
TNS Ping Utility for Linux: Version 11.2.0.1.0 - Production on 03-MAR-2013 11:49:18
Copyright (c) 1997, 2009, Oracle. All rights reserved.
Used parameter files:
Used TNSNAMES adapter to resolve the alias
Attempting to contact (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST = standby.swapnilkambli.com)(PORT = 1521)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = standby.standby.swapnilkambli.com)))
OK (0 msec)
tnsping works from both side I am able to connect from primary as below:
[email protected](db1) $ rman target sys/root123#@db1 auxiliary sys/root123#@standby
Recovery Manager: Release 11.2.0.1.0 - Production on Sun Mar 3 11:44:23 2013
Copyright (c) 1982, 2009, Oracle and/or its affiliates. All rights reserved.
connected to target database: DB1 (DBID=1402881212)
connected to auxiliary database: DB1 (not mounted)
RMAN>
DB version 11.2.0.1.0
OS version Linux 2.6.18-194.el5 #1 SMP Mon Mar 29 22:10:29 EDT 2010 x86_64 x86_64 x86_64 GNU/Linux
primary server--- primary.swapnilkambli.com
primary database--- db1
standby server--- standby.swapnilkambli.com
standby database--- standby
After I dropped the physical standby first time I did make some changes in tns of standby server which I dont recollect.
Help on this error ORA-12514 is available on internet but I did not find anything helpful to my situation
Edited by: user12860499 on Mar 2, 2013 10:45 PM

GOT IT!!!!
I check listener trace and found below:
Log messages written to /u01/app/oracle/diag/tnslsnr/standby/listener/alert/log.xml
03-MAR-2013 12:21:59 * (CONNECT_DATA=(CID=(PROGRAM=)(HOST=standby.swapnilkambli.com)(USER=oracle))(COMMAND=reload)(ARGUMENTS=64)(SERVICE=LISTENER)(VERSION=186646784)) * reload * 0
03-MAR-2013 12:22:00 * service_register * standby * 0
Sun Mar 03 12:22:16 2013
03-MAR-2013 12:22:16 * (CONNECT_DATA=(SERVER=DEDICATED)(SERVICE_NAME=db1.primary.swapnilkambli.com)(CID=(PROGRAM=rman)(HOST=standby.swapnilkambli.com)(USER=oracle))) * (ADDRESS=(PROTOCOL=tcp)(HOST=127.0.0.1)(PORT=39512)) * establish * db1.primary.swapnilkambli.com * 12514
TNS-12514: TNS:listener does not currently know of service requested in connect descriptor
03-MAR-2013 12:22:20 * (CONNECT_DATA=(SERVER=DEDICATED)(SERVICE_NAME=standby.standby.swapnilkambli.com)(CID=(PROGRAM=rman)(HOST=standby.swapnilkambli.com)(USER=oracle))) * (ADDRESS=(PROTOCOL=tcp)(HOST=192.168.56.102)(PORT=54862)) * establish * standby.standby.swapnilkambli.com * 0
03-MAR-2013 12:22:20 * (CONNECT_DATA=(SERVER=DEDICATED)(SERVICE_NAME=standby.standby.swapnilkambli.com)(CID=(PROGRAM=rman)(HOST=standby.swapnilkambli.com)(USER=oracle))) * (ADDRESS=(PROTOCOL=tcp)(HOST=192.168.56.102)(PORT=54863)) * establish * standby.standby.swapnilkambli.com * 0
03-MAR-2013 12:22:20 * (CONNECT_DATA=(SERVER=DEDICATED)(SERVICE_NAME=standby.standby.swapnilkambli.com)(CID=(PROGRAM=rman)(HOST=standby.swapnilkambli.com)(USER=oracle))) * (ADDRESS=(PROTOCOL=tcp)(HOST=192.168.56.102)(PORT=54864)) * establish * standby.standby.swapnilkambli.com * 0
Sun Mar 03 12:22:27 2013
03-MAR-2013 12:22:27 * service_update * standby * 0
Sun Mar 03 12:22:40 2013
03-MAR-2013 12:22:40 * (CONNECT_DATA=(SERVER=DEDICATED)(SERVICE_NAME=standby.standby.swapnilkambli.com)(CID=(PROGRAM=rman)(HOST=primary.swapnilkambli.com)(USER=oracle))) * (ADDRESS=(PROTOCOL=tcp)(HOST=192.168.56.101)(PORT=60821)) * establish * standby.standby.swapnilkambli.com * 0
03-MAR-2013 12:22:40 * (CONNECT_DATA=(SERVER=DEDICATED)(SERVICE_NAME=standby.standby.swapnilkambli.com)(CID=(PROGRAM=rman)(HOST=primary.swapnilkambli.com)(USER=oracle))) * (ADDRESS=(PROTOCOL=tcp)(HOST=192.168.56.101)(PORT=60822)) * establish * standby.standby.swapnilkambli.com * 0
03-MAR-2013 12:22:40 * (CONNECT_DATA=(SERVER=DEDICATED)(SERVICE_NAME=standby.standby.swapnilkambli.com)(CID=(PROGRAM=rman)(HOST=primary.swapnilkambli.com)(USER=oracle))) * (ADDRESS=(PROTOCOL=tcp)(HOST=192.168.56.101)(PORT=60823)) * establish * standby.standby.swapnilkambli.com * 0
03-MAR-2013 12:22:42 * service_update * standby * 0
03-MAR-2013 12:22:45 * service_update * standby * 0
Sun Mar 03 12:22:51 2013
03-MAR-2013 12:22:51 * (CONNECT_DATA=(SERVER=DEDICATED)(SERVICE_NAME=db1.primary.swapnilkambli.com)(CID=(PROGRAM=rman)(HOST=standby.swapnilkambli.com)(USER=oracle))) * (ADDRESS=(PROTOCOL=tcp)(HOST=127.0.0.1)(PORT=39536)) * establish * db1.primary.swapnilkambli.com * 12514
TNS-12514: TNS:listener does not currently know of service requested in connect descriptor
there was a entry in /etc/hosts which was directing primary.swapnilkambli.com to 127.0.01
This was because I created this OS from a Virtual box template wherein that entry was made.
I changed the /etc/hosts to refelct the true address and it worked!!

Inherit Primary - Service Requests & Activities

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