ITSM interview Question asked

[SandeepKSingh]

Q :- How to show inactive incidents to only ITIL admins and hide for all other users, explain different ways to achieve this?

Q:- In workflow, We have run script activity which takes around 10 minutes to execute therefore workflow throws an error as 'Transaction Cancelled : Max execution time exceeded'. Why this issue occurs and how to resolve it?

[Sohail Khilji · Accepted solution]

HI @SandeepKSingh ,

Q :- How to show inactive incidents to only ITIL admins and hide for all other users, explain different ways to achieve this?

To do this you can take two approches either you can Query business rule which is recommended approch or you can go for ACL on incident table based on condition and role.

Q:- In workflow, We have run script activity which takes around 10 minutes to execute therefore workflow throws an error as 'Transaction Cancelled : Max execution time exceeded'. Why this issue occurs and how to resolve it?

depends on the script why it takes 10mins to evecute which is really back, assuming its a REST call the action will be as below.

To fix this issue, we would need to adjust the “Maximum Duration (seconds)” of the Transaction Quota Rules related to the type of request.

To adjust these values please navigate to System Definition > Transaction Quota Rules. Since this is an inbound REST transaction, one of the below Transaction Quota Rule will need to be modified depending on the type of REST API:

REST Import Set API request timeout
Prevents inbound REST Import Set API transactions from running for longer than 60 seconds.

REST Table API request timeout
Prevents inbound REST Table API transactions from running for longer than 60 seconds.

REST Aggregate API request timeout
Prevents inbound REST Aggregate API transactions from running for longer than 60 seconds.

REST Attachment API request timeout
Prevents inbound REST Import Set API transactions from running for longer than 60 seconds.

[Anand Kumar P · Accepted solution]

Hi @SandeepKSingh ,

1) 

Create a Read ACL for Inactive Incidents:

Table: incident , Operation: read , Condition: Active is false , Roles: Include only the itil_admin role

2)Create a Before Query Business Rule:

Table: incident

Script:

if (!gs.hasRole('itil_admin')) {

    current.addQuery('active', true);

}

Workflow transaction cancelled:

The 1-second timer didn’t pause the workflow properly due to system load or timing issues. As a result, subsequent activities continued to run in the user session instead of transitioning to a system worker thread, causing the “maximum execution time exceeded” error.

Resolution:

Increase the timer duration to at least 3 seconds. This ensures the workflow properly pauses and resumes in the scheduled worker context, preventing long-running activities from exceeding transaction quotas.

a refer below link 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0855454

[SN_Learn]

Hi @SandeepKSingh ,

1. This could be achieved via query business rule, you can refer to OOB business rule
https://[instance_name].service-now.com/sys_script.do?sys_id=2bc2f9b1c0a801640199f9eb0067326e&syspar...

OR

Using read ACL [incident.None] giving the required role and filter.

2. It is already answered here: https://www.servicenow.com/community/developer-forum/run-script-issue/td-p/3032183 

[Sohail Khilji · Accepted solution]

HI @SandeepKSingh ,

Q :- How to show inactive incidents to only ITIL admins and hide for all other users, explain different ways to achieve this?

To do this you can take two approches either you can Query business rule which is recommended approch or you can go for ACL on incident table based on condition and role.

Q:- In workflow, We have run script activity which takes around 10 minutes to execute therefore workflow throws an error as 'Transaction Cancelled : Max execution time exceeded'. Why this issue occurs and how to resolve it?

depends on the script why it takes 10mins to evecute which is really back, assuming its a REST call the action will be as below.

To fix this issue, we would need to adjust the “Maximum Duration (seconds)” of the Transaction Quota Rules related to the type of request.

To adjust these values please navigate to System Definition > Transaction Quota Rules. Since this is an inbound REST transaction, one of the below Transaction Quota Rule will need to be modified depending on the type of REST API:

REST Import Set API request timeout
Prevents inbound REST Import Set API transactions from running for longer than 60 seconds.

REST Table API request timeout
Prevents inbound REST Table API transactions from running for longer than 60 seconds.

REST Aggregate API request timeout
Prevents inbound REST Aggregate API transactions from running for longer than 60 seconds.

REST Attachment API request timeout
Prevents inbound REST Import Set API transactions from running for longer than 60 seconds.

[Runjay Patel]

Hi @SandeepKSingh ,

Q1 : You can achieve this using

1. display query business rule: you can do script like

if (!gs.hasRole('itil_admin')) {
             current.addEncodedQuery('active=true');
    }

• Using ACL.
• 

Q2: There is a transaction quota limit set in the instance, which cancels any transaction that exceeds this limit. This limit is typically set between 2 to 5 minutes. To ensure our scenario works as expected, you can increase this time limit but that is not recommended.

you can check it here.

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[Anand Kumar P · Accepted solution]

Hi @SandeepKSingh ,

1) 

Create a Read ACL for Inactive Incidents:

Table: incident , Operation: read , Condition: Active is false , Roles: Include only the itil_admin role

2)Create a Before Query Business Rule:

Table: incident

Script:

if (!gs.hasRole('itil_admin')) {

    current.addQuery('active', true);

}

Workflow transaction cancelled:

The 1-second timer didn’t pause the workflow properly due to system load or timing issues. As a result, subsequent activities continued to run in the user session instead of transitioning to a system worker thread, causing the “maximum execution time exceeded” error.

Resolution:

Increase the timer duration to at least 3 seconds. This ensures the workflow properly pauses and resumes in the scheduled worker context, preventing long-running activities from exceeding transaction quotas.

a refer below link 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0855454