Unable to change an area from an Incident/Request/Problem, the following error is prompted "Trigger Error", preventing to save the changes

Document ID : KB000005448
Last Modified Date : 14/02/2018
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Issue:

After loading data in the table wftbl, it is not possible to change am existing category from an I/R/P,  the following error is prompted in the top of the form, preventing to save the changes:

"Trigger Error"

The following errors are also captured in the stdlogs:

ERROR freeaccess.spl 25651 update checkin of cr:404578 failed: Trigger Error
ERROR where.y 908 Parse error at : "( service_type.id = AND object_type = 'cr_wf' ) AND ( delete_flag = 0 )" (syntax error)
ERROR pdm_misc.pm 106 Error finding slatpl's with wc 'service_type.id = AND object_type = 'cr_wf'' AHD03053:Incorrect Where clause: Parse error at : "( service_type.id = AND object_type = 'cr_wf' ) AND ( delete_flag = 0 )" (syntax error)
ERROR cr_wf.spl 2522 Error with process_sla_for_ticket! 1 on failed:
ERROR freeaccess.spl 25651 update checkin of cr:404578 failed: Trigger Error

Environment:
Service Desk Manager 14. or above
Cause:

There was an incorrect data loaded in the table wftbl, the column service_type, which was set to NULL in the loaded file. The column service type needs to be loaded with blank data otherwise it will fail with the given error.

Resolution:

Update the file to be loaded in the column service_type, instead of having NULL values set the value to blank values.

As an example:

Use the pdm_load that correspond to your case.

pdm_load -a -v -f filename.txt

Instead of having NULL values added in the service_type field

TABLE wftbl
persid del ... service_type . . . . tenant
{ "value11", "value12", . . ,NULL,. . ,"value1N" }
{ "value21", "value22", . . ,NULL,. .,"value2N" }
.
.
.
{ "valueN1", "valueN2", . . ,NULL,. "valueNN" }

Ensure that the values are blank or empty, no spaces.

 

TABLE wftbl
persid del ... service_type . . . . tenant
{ "value11", "value12", . . ,,. . ,"value1N" }
{ "value21", "value22", . . ,,. .,"value2N" }
.
.
.
{ "valueN1", "valueN2", . . ,,. "valueNN" }