Monitor empty MRVS rows

Max_ · ‎08-07-2019

Hello community members,

In our production instance we have an issue where sometimes empty rows are created thru a catalog item wit a multi row variable set. Mostly this goes well, just in some situations the rows are empty. We have not yet been able to reproduce, so thinking it could help if we would be notified more quickly on this behavior. Than we can look at logging, contact the user for what they did. Hoping this will help us in understanding and finding steps to reproduce.

Any thoughts on how we can monitor this? We are thinking of a report, a counter on a homepage, a notification, an incident, something like that. How to check if a row is empty created?

(the bottom rows in the image are the empty rows)

Thank you.

Mark Roethof · ‎08-08-2019

Hi there,

Just had a look in our instance, somehow we look to have similar behavior. Which we did not know of until now!

All answers on the variables from the multi-row-variable-set, are stored in the sc_multi_row_question_answer table. My thought would be to query this table, upon submitting the Catalog Item, so actually the inserted Requested Item. Because it's about empty rows, and not empty variables, I think you need to do multiple querying.

1) On insert of the sc_req_item, query the mrvs answer table on records for the parent sc_req_item
2) Group those results, so you would only be left with the unique rows
3) Query on those rows, if there are no values in any of the variables for that row OR turn it around, if there is at least one variable with a value (then the row is not empty)
4) Generate an event which could trigger a notification
5) Setup the notification

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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View solution in original post

Mark Roethof · ‎08-08-2019

Note:

gs.eventQueue('sqn.ritm.mrvs.empty_rows', current, '', '', ''); is an event I registered. With this event the Notification is triggered.

If help needed on this, let me know.