Loading...
Loading...
Customers experience JVM restarts and “java.lang.OutOfMemoryError: Java heap space” messages when the out‑of‑the‑box business rule **CSM NATT‑ Assign case to cluster** runs. The issue occurs when multiple asynchronous jobs for this rule execute on a node and attempt to read large attachments (hundreds of megabytes) from the **ml_model_artifact** table, causing each scheduler worker thread to consume excessive heap memory. The node restarts interrupt service and affect end‑users. Steps to Reproduce 1. Log in to the instance as an administrator. 2. Verify that the **ml_model_artifact** table contains attachment records larger than 100 MB. 3. Create a CSM case that triggers the “CSM NATT‑ Assign case to cluster” business rule (for example, by submitting a new case in the Customer Service Management module). 4. Observe that multiple “ASYNC: CSM NATT‑ Assign case to cluster” jobs start on the same node and the node’s heap usage rapidly approaches the limit, resulting in an Out‑Of‑Memory error and a JVM restart. Workaround 1. Navigate to ** https://<instance-name>.service-now.com/ais_semantic_index_configuration.do?sys_id=1644d628c3781210146e1833e4013100&sysparm_record_target=ais_semantic_index_configuration&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=datasource%3Dsn_customerservice_case ** and check the **Active** checkbox. 2. Open ** https://<instance-name>.service-now.com/ais_datasource.do?sysparm_nostack=true&sys_id=47efa71ddcf55510f877b9fffe5b8ebf&sysparm_record_list=nameCONTAINScase%5eORDERBYname&sysparm_record_row=2&sysparm_record_rows=2&sysparm_record_target=ais_datasource&sysparm_view=&sysparm_view_forced=true **, click **Index All Tables**, and wait until the **Indexing History** tab shows the state **Indexed** for **Semantic Ingestion State**. 3. Go to the GAF Trending Topic CSM action strategy skill configuration at ** https://<instance-name>.service-now.com/sn_nowassist_skill_config_var_set.do?sys_id=8271962c93b0ba9090a7b27a7bba10fd&sysparm_record_target=sn_nowassist_skill_config_var_set&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=skill_config%3D9c415ee893b0ba9090a7b27a7bba1026%5EORDERBYorder **, check the **Optimized prediction** checkbox, set **Semantic Index Name** to **body**, and save the changes. (After applying these steps, the “CSM NATT‑ Assign case to cluster” business rule can be re‑enabled.)
PRB2025623
Click on a version to see all relevant bugs
ServiceNow Integration
Learn more about where this data comes from
BugZero Plan
Streamline upgrades with automated vendor bug scrubs
BugZero Prevent
Wish you caught this bug sooner? Get proactive today.