Knowledge Workflow

[Rooma1]

Hi All,

After Australia upgrade, we are seeing weird workflows in KB Article. Can anyone tell me how to resolve it. Attached is the screenshot.

Thanks,

Rooma 

[Dinsdale]

See above reply to the comment where repairing the plugins seems to temporarily fix it - another similar case of intermittency you describe. I am going to continue digging. Please let me know if you come up with a solution and I'll do the same.

EDIT: Have tried the fix outlined in KB3090094. This seems to be a known product defect ((PRB1980077/PRB2009991).

The fix is holding so far. If interested, it is as follows.

Workaround
1. Navigate to sys_script_include_list.do
2. Search for: WorkflowStageProcessor
3. Open the script include and locate the getChoiceList() method
4. Inside the default: case block, update the code as follows:

Before:

var clGenerator = new GlideChoiceListGenerator(this.tableName, this.fieldName);
clGenerator.none = false;
choiceList = clGenerator.get();

After:

var clGenerator = new GlideChoiceListGenerator(this.tableName, this.fieldName);
clGenerator.none = false;
clGenerator.setCache(false); // Prevents cache poisoning
choiceList = clGenerator.get();

5. Save the record
6. Flush cache on all nodes using one of the following methods:
- Navigate to cache.do on each node
- OR run gs.cacheFlush() from a background script to flush all nodes at once

If you are still seeing the issue after the above steps, run the following from a background script to clear the table-specific cache:

GlideCacheManager.prefixFlush('sys_choice_compiled', 'kb_knowledge');

It should be worth noting, I did have to do the specific cache flush at the end, but so far it is working (though I am going to monitor the situation for a few days).