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  1. Migration Platform
  2. MIG-880

Import errors in JSM migrations - "The service project you are trying to view does not exist"

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    • 15
    • Minor

      Issue Summary

      During importing data in cloud, various entities may fail with the error message "The service project you are trying to view does not exist".

      The root cause is still being verified. This seems to occur when certain fields in servicedesk table have nullable values. This causes as an issue because these respective fields aren't mandatory in server but mandatory in cloud.

      Steps to Reproduce

      to be added

      Expected Results

      Entities should import successfully.

      Actual Results

      The below types of exception are thrown in the JCMA error log file

      2021-XX-XX XX:XX:35.922 ERROR XX project-import We couldn't import Csat Settings 1234. Reason: 404 Not Found: [{"errors":[{"errorMessage":"The service project you are trying to view does not exist."}],"reasonKey":"sd.jsm.agent.servicedesk.error.servicedesk.missing","reasonCode":"404"}].

      20XX-XX-XX XX:XX:36.054 ERROR XXXXX project-import We couldn't import Customer Notification Template 1234. Reason: 404 Not Found: [{"errors":[{"errorMessage":"The service project you are trying to view does not exist."}],"reasonKey":"sd.jsm.agent.servicedesk.error.servicedesk.missing","reasonCode":"404"}].

      2021-XX-XX XX:XX:36.239 ERROR XXX project-import We couldn't import Portal Settings 1234. Reason: 404 Not Found: [{"errors":[{"errorMessage":"The service project you are trying to view does not exist."}],"reasonKey":"sd.jsm.customerview.error.customerViewNotFound","reasonCode":"404"}].

      2XXX-XX-XX XX:38:XX.358 ERROR XX project-import We couldn't import Request Type Group 1234. Reason: 404 Not Found: [{"errors":[{"errorMessage":"The service project you are trying to view does not exist."}],"reasonKey":"sd.jsm.customerview.error.customerViewNotFound","reasonCode":"404"}]. This caused 37158 other items to fail.

      2021-XX-XX XX:XX:35.498 ERROR XXXXX project-import We couldn't import Servicedesk 1234. Reason: The value for the field [createdWithEmptyProject] related to the ServiceDesk project is empty. Please enter a value for this field and migrate again.. This caused 1 other items to fail. 

      Workaround

      Execute the following SQL query to confirm if the root cause 

      -- NOTE: in this case we assume affected service desk has ID 3, replace this accordingly
select * from "AO_54307E_SERVICEDESK" where "ID"=3

      The following fields should have "non-null" values 

      1. CREATED_WITH_EMPTY_PROJECT
      2. CREATED_DATE

      If you see null values then the root cause is confirmed. Workaround would be to set valid value for the empty fields

      1. "CREATED_WITH_EMPTY_PROJECT" can be sed to `true`
      2. "CREATED_DATE" can be any valid date that is in the past

      ⚠️ NOTE: Since we're modifying data, it is recommended that a backup is taken before executing the following queries

      Valid values can be set via SQL UPDATE queries, such as

      UPDATE "AO_54307E_SERVICEDESK"
SET "CREATED_WITH_EMPTY_PROJECT"=true
WHERE "ID"=3;

              cb409c559c8f Keith Pinto (Inactive)
              cb409c559c8f Keith Pinto (Inactive)
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                Created:
                Updated:
                Resolved: