Component is not configured error in Service Operational Workspace

ManasL
Tera Contributor

‎06-27-2024 09:02 PM - edited ‎06-28-2024 12:17 AM

Hello Everyone, 

 

We are facing issue in service operational workspace - The fulfiller can see the ticket that are assigned to them, but when they click on it to open they see the message "Component is not configured". Screenshot attached below. 

ManasL_0-1719546946115.png

 

When we clear the browser cache the issue get resolved. Nevertheless we would like to know what has caused this issue and if we can provide a better / general solution for that, instead of asking all the people to delete their own browser cache. 

We tried to replicate the issue but the issue is not reproducible. Checked the system log , transaction logs no error found.

 

Has anyone experience this before? Please let us know how we can fix this issue. 

 

Thanks, 

Manas

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James Chun
Kilo Patron

‎06-28-2024 02:32 AM

Hi @ManasL,

 

I don't believe I have seen the issue before.

 

But what's confusing about your question is that if you say the issue cannot be reproduced, are you saying it was a one-off issue for one user? Then how can we apply a fix and validate that it actually works?

 

Cheers

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Ankita40
Tera Contributor
In response to James Chun

‎06-28-2024 05:41 AM

Hello @James Chun ,

 

The issue is intermittent and is experience by a few users. We would like to understand in which scenarios does this issue occur so that we can verify the required configurations.

 

Regards,

Ankita

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ManasL
Tera Contributor

‎06-28-2024 02:57 AM

Hi @James Chun, multiple user are facing this issue. What we have tried is - we impersonate with the affected user and check, also we have checked the system log , transaction logs

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James Chun
Kilo Patron
In response to ManasL

‎06-30-2024 12:53 PM

Hi @ManasL,

 

Are you saying you are not able to reproduce the issue by impersonating the affected users?

And just to confirm, when you say clear the browser cache, you are not talking about the ServiceNow cache?

 

First, I would raise a Support case as this could be a system defect.

Then I would start validating the following:

  • Is the issue seen across lower environments as well?
  • Is the issue seen across different browsers?
  • What are the common criteria for the affected users? Is it the entire ITIL users or something else?
  • What happens when you open the Task in the Workspace but from a different route (e.g. copy and paste a link, opening through a reference field)
  • Make sure SOW is on the latest version
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