Failing Widget: 'SC Catalog Item'

ericgilmore · ‎09-13-2019

Just loaded an update set from our dev instance to test, with 3 new catalog items. For two of the items I get this when I try to access them from the portal:

The third catalog item is using the SC Catalog Item widget just fine. What gives here?

ericgilmore · ‎09-27-2019

Here's what I managed to suss out. After examining the variables contained within the catalog item, I found that 2 were essentially pointing to places that hadn't be translated over by the update set. One was a List Collector that was pointing to a non-existent List Table (Type Specifications tab), the second was a Macro that was pointing to a non-existent Widget (Default Value tab).

After manually pulling this data over via exported XML files, things came around. I'm 95% sure this was it, although I didn't confirm (via logs) that these were the explicit things which caused the errors to be thrown.

View solution in original post

JR Guieb · ‎09-13-2019

You might have a client catalog script in one of the 3 catalog items that is not set for Mobile / Service Portal in the UI Type section

ericgilmore · ‎09-13-2019

I really hoped it was as simple as that, but nope. Tis not so.

JR Guieb · ‎09-24-2019

I just came across this exact error yesterday and fixed it.

The java.lang.NullPointerException error is referring to a variable in a record producer not being mapped to a field to a table.

If one of your 3 catalog items that were brought in is a record producer you might want to look at the variables and make sure it is mapped to a field.

Our issue we had here was there was a variable on the record producer that was referencing a column in the table that was removed. We removed that variable and the catalog item appeared.

Here is the ServiceNow KB article I found that help me.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0723557

Here is the resolution on that KB article.

To resolve the issue:

Go to item_option_new.list from the navigator filter
Do a filter search with the following parameters:
- Catalog item is <name of catalog item having issue>
- Map to field is true
Look for any records where the Field has an empty value and update it with the correct column to mapped to

Hopefully this helps you out.

Catherine16 · ‎06-10-2022

Experienced the same issue and these steps helped me. Thanks!