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The issue occurs if the following conditions exist: - A table which is a direct child of task has TPC as its extension model. For example the task table had more than 1000000 rows at the time it was created. - At some point in the past ServiceNow has executed a change to off-row one or more columns from the task table to workaround a dynamic row size error. - A database view is created with just the TPC table as a view table, with no other view table to join (SN Database Views are intended to join two or more tables together, not a single table). - The view table has the default of no View fields being defined. Advanced Work Assignment work items are not routing to agents on Case table, while working fine on other tables, with Work items created and offered to agents as expected. On the Case table, work items get created, but the assignment to agents is not done. A null pointer exception occurs when the routing thread tries to do the assignment: 022-04-07 19:39:49 (254) glide.awa.assigner.68 SYSTEM txid=51ca882887ba AdvancedWorkAssignment: 2022-04-07 19:39:49.254 (glide.awa.assigner.68) Routing sn_customerservice_case.49ca406887ba41108fae0fa30cbb3552... Routing to testqueue (awa_queue::d58b6b18873641108fae0fa30cbb3536) and creating work item. (18ms) 2022-04-07 19:39:49 (270) glide.awa.assigner.68 SYSTEM txid=51ca882887ba SEVERE *** ERROR *** java.lang.NullPointerException java.lang.NullPointerException 2022-04-07 19:39:49 (274) glide.awa.assigner.68 SYSTEM txid=51ca882887ba SEVERE *** ERROR *** java.lang.NullPointerException java.lang.NullPointerException 2022-04-07 19:39:49 (279) glide.awa.assigner.68 SYSTEM txid=51ca882887ba AdvancedWorkAssignment: 2022-04-07 19:39:49.279 (glide.awa.assigner.68) Assigned 0 out of 22 work items Steps to Reproduce 1. Install Security Incident Response. 2. Install Database Column Offrow Migration. 3. Set the property glide.db.hierarchy_large_root.task=1 (task has 16m rows and sn_si_escalation is direct child of task and is TPC). 4. Create sn_si_escalation extending task. 5. Insert a row into sn_si_escalation. A possible NullPointerException can prevent from the list to show. 6. Create a String field with max_length > 256 on task. 7. Offrow the string field. 8. Create a DB view for sn_si_incident with a single view table sn_si_incident with no where clause. 9. Try the DB view. Nothing is listed as a NullPointerException is reported in the localhost log for the instance node.
This problem is under review and targeted to be fixed in a future release. Subscribe to this Known Error article to receive notifications when more information will be available. The issue does not occur if: - On the view table for sn_si_escalation add one or more view fields; or - The database view has another View table which is being joined to the first table. If in a use case to get the Advanced Work Assignment router to work, create a custom DB view by removing the affected columns: 1) Find the affected service channel (the active channel on the Case table), and note the record's sys_id 2) Find the Database View with the name "u_awa_" + the sys_id of the above channel 3) On the form for this DB View, locate the View Tables related list entry for sn_customerservice_case 4) On the View Fields related list on the form for this View Table, click the "New" button. 5) Add the desired field and Submit 6) Repeat adding new Field until all field relavent to AWA are included. Please include "sys_id", "state", "number', "assigned_to", "assignment_group", and any other field that is referenced in an inbox card layout for the service channel, condition or utilization condition on the service channel, or queue condition in any of the queues for that channel.
PRB1527645
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