We are running ITBM v. 7.2.5
I have successfully installed the the Auto Close Service on our Development environment
The appropriate changes to the Touchpaper.Integration.PollServices.Poll.exe.config file have been made - Poll Period and MinutesSinceStatusSet = 5 mins to ensure immediate reaction to the service.
The Install.bat file has been run and I have started the service.
I have ran the script against the database to ensure resolutions during our period running 7.1.4 are picked up.
This has been unsuccessful as none of the Resolved incidents have gone to the Closed status.
The following message is recorded in the Event Viewer, which is obviously the problem...
The request failed with HTTP status 404: Not Found.
Error reading resolution object
This, I assume, is the localhost entry in the Touchpaper.Integration.PollServices.Poll.exe.config file (below)
<add key="url" value="http://localhost/Touchpaper.Framework.Web"/>
I have replaced the localhost value with the standard computer name, the full domain name and the ip address, however none of these entries seem to resolve the problem.
Any ideas folks???
Is Auto Clsoe installed on the same machine as TPS? If not, are you able to access the login page for running the MDM from the machine that Close Process is on?
LocalHost needs to be the name of your server, and make sure that the Touchpaper.Framework.Web is the name of your TPS as created in IIS (also the last part of the directory in which your tps.config file resides . ie. C:\Documents and Settings\All Users\Application Data\Touchpaper\Touchpaper.Framework.Web.7.2.4.ServicePortal)
Also a question - from 7.2.5 is it not better to use Scheduled Bulk Actions to do this instead?
Yes the Auto Close service is installed on my APPS server which is where the Touchpaper Services Background Processing service runs on as well as all the other Touchpaper related services - Inbound Mail, Outound Mail etc.
Thanks for your quick response.
I think I have made a fundamental error by installing the service on the wrong server. I have removed it from the APPS server and installed it on the WEB server (where I should've installed it in the first place I think). I will monitor the Resolved incident numbers over the next 15 minutes to see if the service is now working.
Regarding the use of bulk actions, because I only work on ITBM now and again I wasn't aware of that particular feature in 7.2.5 - I shall look into it and see whether it suits the needs of owners of the system.
Thanks for your knowledge and advice
Elizabeth, we have been having this same problem for a while. We actually have Auto Close installed on our application server also, but it looks maybe it should be on our web server. I am interested in exploring the bulk action option though. The problem that I'm running in to using the Query Designer is, we can't find the right criteria to return tickets that have been Resolved for 5 business days. Any ideas?
There isn't a way presently to get this criteria, the closest you can get is 'last update is last week' or something like that. With 7.3 the calculations functionality will enable writing this kind of query for your bulk actions.
I think I have raised this idea in other posts, but one of the ways to measure how long something has spent at a status, especially something like Resolved, is to add an additional Escalation to each of your service levels that counts from the entry to Resolved to the exit to whatever other status. You then set the escalation to change a value (Priority or Order) after 5 days and then use the query to test for that value.
I've installed the Auto Closure service on the WEB server now but without any real success, however the error message in the event viewer is as follows...
Could not resolve reference from Query Attribute e8e62771-b3c4-4815-b95a-33be9b14938c to Attribute Type _HKCategory2. Error reading resolution object Any ideas? Cheers Colin
Could not resolve reference from Query Attribute e8e62771-b3c4-4815-b95a-33be9b14938c to Attribute Type _HKCategory2.
Error reading resolution object
Sounds like one for your support people
I've got Close Processes installed on my apps server which runs all my TPS and Outbound Mail. On the shared "web" server I have service portal.
try to run the MDM and after that, do an iisreset. Are there any new errormessages releated to the "could not resolve query..."? If so, copy the complete errormessage in a textfile and post it.
I can't believe I forgot to perform the MDC and iisreset - and of course they finally resolved the issue.
Thanks to everyone for their ideas, help and suggestions; I hope I can return the favour some time.