AES Locked - Cannot Add Data, Experience, or Security

Prinssi · ‎01-13-2023

Seeing the same App Engine Studio issue occur in both my company's instance and my own PDI. The Data, Experience, and Security options are all locked, and I am unable to add. Here's what that looks like:

Another error message also started appearing in AES at the same time: "We encountered an error while fetching templates." This also occurs in both company instance and PDI.

In my PDI, System Administrator has the same error message and locked Data, Experience, and Security for all apps, new and existing.

Troubleshooting I've done already:
- Checked roles, and do have sn_app_eng_studio.user in both

- Tried running through the AES guided setup again in PDI

- Tried repairing AES in PDI

- Searched high and low in community for someone else with the same issue

- Read through the docs backwards and forwards multiple times

ColeM · ‎02-15-2023

I was able to fix the issue in App Engine Studio based on the following advice from ServiceNow:

1. Uninstall all of the Flow Templates for plugins, this consists of the following plugins (8 total):
- Flow Templates for HR Management
- Flow Templates for CRM
- Flow Templates for Integration Hub Enterprise
- Flow Templates for Notifications
- Flow Templates for Document Management
- Flow Templates for Access Management
- Flow Templates for DevOps
- Flow Templates for Cloud Services
2. Repair the AES Flow Templates plugin
3 . Verify the sys_app_template_dependency table does not contain any (empty) references on the Dependency Definition column, if it does not then the GET templates call should return successfully. If there are (empty) references, proceed to step 4.
4. Repair the AES Application Object Templates plugin

View solution in original post

kmohammed · ‎01-13-2023

It appears that you are encountering an issue with App Engine Studio in both your company's instance and your own PDI, where the Data, Experience, and Security options are locked and you are unable to add them. Additionally, you are also encountering an error message "We encountered an error while fetching templates."

Here are a few things you can try to troubleshoot the issue:

Check if the App Engine Studio plugin is activated and licensed in your instance. Go to System definition > Plugins, check if the "App Engine Studio" plugin is active and licensed.

Check if your instance meets the minimum version requirements for App Engine Studio. The current version of App Engine Studio requires at least Helsinki or later.

Check if there are any network or connectivity issues that are preventing AES from fetching the templates.

Check if there is any issue with the data source connection and validate it again.

Check if the issue is specific to your instance or it is a global issue, you can check the Known Error KB or contact ServiceNow support for assistance.

If all the above steps do not resolve the issue, You can try to raise a case with ServiceNow support and provide the necessary logs, screenshots and details of the issue for further investigation.

It's important to note that this is just one possible way to troubleshoot this issue and other methods may exist. It's recommended to test the solutions thoroughly in a development instance before deploying it to a production instance. Also, be careful when modifying or disabling any of the OOB functionality as it may affect the overall functionality of the instance.

Prinssi · ‎01-16-2023

Thank you for sharing these troubleshooting steps.

We have tried all of these, and the issue is not yet resolved. We opened a HI ticket, and I will share the results here when it is resolved.

Haustin Kimbrou · ‎01-24-2023

Replying to let you know you're not alone! Would appreciate an update!

Dave Bourland · ‎01-26-2023

Any update? Happening to me as well...just updated to patch 5 Tokyo, not sure if that's the reason but still looking for an answer. thanks