getting error message 'Unable to find UI Action with name 'create_incident' on table 'sn_customerservice_case' after paris to Rome upgrade

[sree44]

After Rome upgrade ,when I'm trying to create an incident from case or move the change request state in change table using UI action 'create_incident' or 'request approval' UI Action Button. I'm getting an error message "Unable to find UI Action with name ' create_incident ' on table 'sn_customerservice_case"

I compared it with Paris version as well but couldn't find the difference.

[Jon G1]

I'd recommend linking the actual KB article for this problem instead of the list of known issues.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0999533

For reference, this is supposed to be fixed in Rome Hot Fix 1 but we're on that version and we're still having this problem.

The article is included below for easier reference.

PRB1538748

KB0999533

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Error Message: Unable to find UI Action with name 'show_history' on table 'sys_user' when domain separated plugin is activated.

Description

Upon upgrade to Rome, Customers utilizing the domain separation plugin 'com.glide.domain.msp_extensions.installer' are intermittently encountering issues with UI Actions failing and throwing errors.

Error Message: Unable to find UI Action with name 'show_history' on table 'sys_user' when domain separated plugin is activated.

Steps to Reproduce

1) Install Domain Support - Domain Extensions Installer
2) Enable audit on sys_user by going to sys_dictionary of the table and checking Audit flag
3) Switch to TOP domain from domain picker
4) Go to sys_user with User Id = initech.employee (user is in TOP/Initech)
5) On a new tab , go to Scripts - Background and Execute GlideCacheManager.flush("syscache_ui_action")
6) Go back to sys_user tab and go to History/List
Expected: Audit history to load
Actual: Error received - "Unable to find UI Action with name 'show_history' on table 'sys_user'."  Go back to sys_user a second time.  It works fine the second time as the UI Action is cached.

Workaround

This problem has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

Related Problem: PRB1538748

Intended Fix Version

	San Diego

Fixed In

	Rome Patch 4 Hot Fix 1
	Rome Patch 5

[Ingimar]

@Jon G , thank you very much for this information. We are facing the same issue in Rome Patch 5 Hot-Fix 1 so we opened a case and got a reply pointing to KB1002937.

In the KB article the intended fix version is Rome Patch 7 and it also includes three possible workarounds:

1. The issue is intermittent and occurs the first time the UI Action is executed. A user who may see the error can ignore it and retry the UI Action. 
2. Temporarily duplicate the UI Action in the affected domain. If you edit the UI Action in say TOP/Domain A, then system will override TOP domain UI Action and create a new one in Domain A. If 1-2 domains are affected, you can go this route.
3. Otherwise, move the UI Action to the global domain temporarily.

Hope this helps.

[Jon G1]

Thanks for the heads up.  We're waiting for Patch 7 as I think there's another issue we're having that is targeted in that release.  Our users have been advised of the issue and know that they can safely ignore it for now, but this is great info for the community.

[Shruti Kamboj]

Hey @Marskh11 , did you got the solution?

[Ram118]

Hi,

did you found the answer yet ?  

I am also facing the same issue.