Introduction
Recently, I ran into a puzzling issue in ServiceNow: a simple emoji in a label caused a JavaScript error and broke a related list view. This article walks through how I diagnosed the problem, the tools and techniques I used, and how you can avoid similar pitfalls. I hope this helps others in the ServiceNow community who might face the same challenge!
The Problem
While working on a ServiceNow New call form, I noticed that the sc_task related list was failing to load properly on the new call form. The browser console showed this error:
Uncaught TypeError: Cannot read property 'getElementsByTagName' of null
This error appeared whenever I tried to view tasks associated with a specific label: 🐣 Pet Project. The list view would not render, and some client scripts relying on the XML response would fail.
Initial Troubleshooting Steps
- Check the Error Message
The error message indicated that the code was trying to access an XML element that didn’t exist. This usually means the XML response is malformed or missing expected nodes.
- Use Browser Developer Tools
I opened Chrome DevTools (F12) and went to the Network tab. I reloaded the page and looked for the AJAX call that fetched the sc_task list. By clicking on the request and viewing the Response tab, I could see the raw XML returned by ServiceNow.
- Inspect the XML Response
In the XML, I noticed that the <label> element for some tasks included the emoji character. The XML looked something like this:
<label>🐣 Pet Project</label>
At first glance, this seemed fine, but I suspected the emoji might be causing issues with XML parsing in JavaScript.
Digging Deeper: Understanding the Root Cause
- How ServiceNow Handles Emojis
ServiceNow supports Unicode, so you can use emojis in label names. However, when these labels are included in XML responses, the emoji characters can cause problems if:
- The XML is not properly encoded.
- The JavaScript code parsing the XML isn’t expecting non-ASCII characters.
- Downstream integrations or exports (like reporting tools) don’t handle emojis well.
- Testing the Hypothesis
To confirm the emoji was the culprit, I edited the label and removed the emoji, changing it from 🐣 Pet Project to Pet Project. After saving, I refreshed the list view—and the error disappeared! This confirmed that the emoji in the label was breaking the XML parsing.
Solution: How I Fixed It
Option 1: Remove Emojis from Labels
- Navigate to the Tags table (label.list).
- Search for any labels with emojis in their names.
- Edit the label and remove the emoji, leaving only plain text.
- Save the record and test the affected list view or integration.
Option 2: Handle Emojis Carefully
If you must use emojis for business reasons, ensure:
- All scripts and integrations that consume XML are Unicode-aware.
- You test all downstream systems for emoji compatibility.
- You encode/decode XML properly in custom scripts.
How to Find and Fix Emoji Labels
Step-by-Step in the UI
- Go to the Tags table (label.list).
- Use the search bar to look for labels containing emojis (you can visually scan for them).
- Click into any label with an emoji.
- Edit the Name field to remove the emoji.
- Save and retest your list view or integration.
Using a Script to Find Tasks with a Specific Label
If you want to find all tasks associated with a label (with or without an emoji), use this script in the Background Scripts module:
// Find the sys_id of the label
var labelGr = new GlideRecord('label');
labelGr.addQuery('name', '🐣 Pet Project');
labelGr.query();
if (labelGr.next()) {
var labelSysId = labelGr.sys_id.toString();
// Find all sc_task records with this label
var taskGr = new GlideRecord('sc_task');
taskGr.addQuery('labels', 'CONTAINS', labelSysId);
taskGr.query();
while (taskGr.next()) {
gs.print('Task Number: ' + taskGr.number + ', Short Description: ' + taskGr.short_description);
}
} else {
gs.print('Label not found.');
}
Lessons Learned
- Always check for special characters in your data when you see parsing or encoding errors.
- Use browser developer tools to inspect network requests and responses. This is invaluable for debugging AJAX and XML/JSON issues.
- Understand how ServiceNow stores and transmits data—especially when using custom scripts, integrations, or exporting data.
- Test with real data, including edge cases like emojis, special symbols, or non-English characters.
- Document your findings and share with your team or the community—someone else will benefit from your experience!
Tips for Learning ServiceNow Troubleshooting
- Practice with a Personal Developer Instance:
Use your own instance to experiment, break things, and fix them without risk. - Read the Docs:
The ServiceNow Documentation is comprehensive and searchable. - Join the Community:
Ask questions and read solutions on the ServiceNow Community. - Learn JavaScript and GlideRecord:
Most troubleshooting involves scripting. Get comfortable with the basics and common patterns. - Use the Schema Map:
Visualize table relationships to understand how data is connected. - Stay Curious:
When you see an error, dig into the details. The more you investigate, the more you learn.
Conclusion
ServiceNow is a powerful platform, but even small details—like an emoji in a label—can have big impacts. By using the right tools, understanding how data flows, and being methodical in your troubleshooting, you can solve even the trickiest issues. Don’t be afraid to experiment, ask for help, and share your knowledge!
Upcoming Solution Preview
In the coming days, I will be sharing a solution that allows you to retain emoji tags without causing XML parsing errors—so you won’t have to set the tags to inactive or remove them entirely. This approach will help maintain your tagging strategy while avoiding the technical pitfalls caused by emojis in XML responses. Stay tuned for a detailed walkthrough!
Thank You,
Selva Arun
Rising Star 2024
