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Anyone else experiencing issues with saving Custom Ticket Rules in Service Desk?

I created a vanilla ticket rule using the wizard and it will not save, it gets stuck saving and never does (I've waited an hour) then when I leave the page it gives me the prompt if I would like to "discard changes".

Logs are not much help.

I then created another ticket rule with custom SQL and was able to save that.

Our SMA is 4CPU 16GB Memory, plenty of Disk so it's not a performance issue.

I'm more curious if someone else is experiencing that same issue.


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Answers (2)

Posted by: Hobbsy 1 month ago
Red Belt
0

Log a support call, oh and try another browser just in case, but log a support call!


Comments:
  • My thoughts too with the browser, but no go. Opened a call, I'll come back to comment on the result. - Soloman007 1 month ago
Posted by: Soloman007 1 month ago
Orange Senior Belt
0

This was a strange problem, but here is the result:

I'm sure you know that from the perspective of a network guy, "it's not the network...I can ping it!". Well, this time it was the network. I was allowing port 80 traffic, so the firewall was detecting a "SQL injection over port 80" and blocking the traffic, so the SMA would not log an error because it didn't know the difference. The reason this took so long to find was because I stopped probing the network guys when I wrote a custom SQL ticket rule and it worked. I still don't know where the difference is, seeing that they are both "injecting SQL" but, I forced SSL and enabled port forwarding in the SMA so that the SQL transaction happened over port 443, and voila, problem solved.

I know this is a rather specific issue, so idk if it will help anyone else, but, in the event anyone else runs into this issue, maybe it will save some headaches for you.

 
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