RITM record not loading on Agent workspace

[Jen11]

Hello,

I am unable to open an RITM record on agent workspace, it shows "Loading record ... " it's been 'loading for almost an hour know, but the record hasn't opened.  All other records open fine in agent workspace.  Do I need to do something on my end?

[Alberto Consonn]

Hi Jen,

I think this was a known issue in Madrid, it should be fixed in New York:

https://docs.servicenow.com/bundle/madrid-release-notes/page/release-notes/quality/madrid-all-other-...

Just tried in my personal instance (New York), I can load any RITM records without any problem, please upgrade your instance to the new New York release and try again:

If I have answered your question, please mark my response as correct and/or helpful so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Rj27]

Hi @Alberto Consonni ,

The screenshot that you have attached, i can RITM in that. Are you able to access RITM table in workspace?

I am trying to use AWA for sc_req_item table. But i am not receiving any ritm request in the inbox.

However in Work item(awa_work_item) table, i can see the ritm number was routed to right queue.

I have configured ritm just like incident.For incidents it's working as expected.

Can we receive RITM requests as well in the inbox?

Any leads would be highly appreciated.

TIA!

[Stefan Reichelt]

Hi there,

We are facing the same issue in a New York instance, while it doesn't happen in another one (same patch level). Can please someone recommend how to debug and find the difference?

I already compared the views and switched certain scripts on and off, but it's like searching for a needle in a haystack if I can't simply see which script or configuration is causing the lag. All I can see is that if I open the RITM from a "My Work" list (which is using the Task form), it is getting loaded properly. So it should be something related to the RITM table directly.

Best regards,

Valen

[Stefan Reichelt]

PS: I caught the error below with GraphQL debug. Does anyone have a well-trained eye and can see where to look at next?

02:29:44.76 Component GraphQl LOG - GlideGraphQL : Exception encountered processing path: /GlideViewQuery_Query/uiView/glideLayoutItem/_query/GlideClientScriptingEnvironment_Query/ClientScriptingEnvironment_Policies - null: com.glide.graphql.GlideGraphQLException: Exception encountered processing path: /GlideViewQuery_Query/uiView/glideLayoutItem/_query/GlideClientScriptingEnvironment_Query/ClientScriptingEnvironment_Policies - null: com.glide.graphql.impl.GlideGraphQLDataFetcherExceptionHandler.createGlideGraphQLException(GlideGraphQLDataFetcherExceptionHandler.java:40) com.glide.graphql.impl.GlideGraphQLDataFetcherExceptionHandler.accept(GlideGraphQLDataFetcherExceptionHandler.java:23) graphql.execution.ExecutionStrategy.handleFetchingException(ExecutionStrategy.java:310) graphql.execution.ExecutionStrategy.lambda$fetchField$1(ExecutionStrategy.java:253) java.util.concurrent.CompletableFuture.uniHandle(CompletableFuture.java:822) java.util.concurrent.CompletableFuture.uniHandleStage(CompletableFuture.java:834) java.util.concurrent.CompletableFuture.handle(CompletableFuture.java:2155) graphql.execution.ExecutionStrategy.fetchField(ExecutionStrategy.java:250) graphql.execution.ExecutionStrategy.resolveField(ExecutionStrategy.java:173) graphql.execution.AsyncSerialExecutionStrategy.lambda$execute$1(AsyncSerialExecutionStrategy.java:45) graphql.execution.Async.eachSequentiallyImpl(Async.java:73) graphql.execution.Async.lambda$eachSequentiallyImpl$1(Async.java:85) java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:760) java.util.concurrent.CompletableFuture.uniWhenCompleteStage(CompletableFuture.java:778) java.util.concurrent.CompletableFuture.whenComplete(CompletableFuture.java:2140) graphql.execution.Async.eachSequentiallyImpl(Async.java:79) graphql.execution.Async.lambda$eachSequentiallyImpl$1(Async.java:85) java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:760) java.util.concurrent.CompletableFuture.uniWhenCompleteStage(CompletableFuture.java:778) java.util.concurrent.CompletableFuture.whenComplete(CompletableFuture.java:2140) graphql.execution.Async.eachSequentiallyImpl(Async.java:79) graphql.execution.Async.eachSequentially(Async.java:62) graphql.execution.AsyncSerialExecutionStrategy.execute(AsyncSerialExecutionStrategy.java:39) graphql.execution.ExecutionStrategy.completeValueForObject(ExecutionStrategy.java:588) graphql.execution.ExecutionStrategy.completeValue(ExecutionStrategy.java:402) graphql.execution.ExecutionStrategy.completeField(ExecutionStrategy.java:358) graphql.execution.ExecutionStrategy.lambda$resolveField$0(ExecutionStrategy.java:175) java.util.concurrent.CompletableFuture.uniComposeStage(CompletableFuture.java:981) java.util.concurrent.CompletableFuture.thenCompose(CompletableFuture.java:2124) graphql.execution.ExecutionStrategy.resolveField(ExecutionStrategy.java:174) graphql.execution.AsyncSerialExecutionStrategy.lambda$execute$1(AsyncSerialExecutionStrategy.java:45) graphql.execution.Async.eachSequentiallyImpl(Async.java:73) graphql.execution.Async.eachSequentially(Async.java:62) graphql.execution.AsyncSerialExecutionStrategy.execute(AsyncSerialExecutionStrategy.java:39) graphql.execution.ExecutionStrategy.completeValueForObject(ExecutionStrategy.java:588) graphql.execution.ExecutionStrategy.completeValue(ExecutionStrategy.java:402) graphql.execution.ExecutionStrategy.completeField(ExecutionStrategy.java:358) graphql.execution.ExecutionStrategy.lambda$resolveField$0(ExecutionStrategy.java:175) java.util.concurrent.CompletableFuture.uniComposeStage(CompletableFuture.java:981) java.util.concurrent.CompletableFuture.thenCompose(CompletableFuture.java:2124) graphql.execution.ExecutionStrategy.resolveField(ExecutionStrategy.java:174) graphql.execution.AsyncSerialExecutionStrategy.lambda$execute$1(AsyncSerialExecutionStrategy.java:45) graphql.execution.Async.eachSequentiallyImpl(Async.java:73) graphql.execution.Async.eachSequentially(Async.java:62) graphql.execution.AsyncSerialExecutionStrategy.execute(AsyncSerialExecutionStrategy.java:39) graphql.execution.ExecutionStrategy.completeValueForObject(ExecutionStrategy.java:588) graphql.execution.ExecutionStrategy.completeValue(ExecutionStrategy.java:402) graphql.execution.ExecutionStrategy.completeField(ExecutionStrategy.java:358) graphql.execution.ExecutionStrategy.lambda$resolveField$0(ExecutionStrategy.java:175) java.util.concurrent.CompletableFuture.uniComposeStage(CompletableFuture.java:981) java.util.concurrent.CompletableFuture.thenCompose(CompletableFuture.java:2124) graphql.execution.ExecutionStrategy.resolveField(ExecutionStrategy.java:174) graphql.execution.AsyncSerialExecutionStrategy.lambda$execute$1(AsyncSerialExecutionStrategy.java:45) graphql.execution.Async.eachSequentiallyImpl(Async.java:73) graphql.execution.Async.lambda$eachSequentiallyImpl$1(Async.java:85) java.util.concurrent.CompletableFuture.uniWhenComplete(CompletableFuture.java:760) java.util.concurrent.CompletableFuture.uniWhenCompleteStage(CompletableFuture.java:778) java.util.concurrent.CompletableFuture.whenComplete(CompletableFuture.java:2140) graphql.execution.Async.eachSequentiallyImpl(Async.java:79) graphql.execution.Async.eachSequentially(Async.java:62) graphql.execution.AsyncSerialExecutionStrategy.execute(AsyncSerialExecutionStrategy.java:39) graphql.execution.ExecutionStrategy.completeValueForObject(ExecutionStrategy.java:588) graphql.execution.ExecutionStrategy.completeValue(ExecutionStrategy.java:402) graphql.execution.ExecutionStrategy.completeField(ExecutionStrategy.java:358) graphql.execution.ExecutionStrategy.lambda$resolveField$0(ExecutionStrategy.java:175) java.util.concurrent.CompletableFuture.uniComposeStage(CompletableFuture.java:981) java.util.concurrent.CompletableFuture.thenCompose(CompletableFuture.java:2124) graphql.execution.ExecutionStrategy.resolveField(ExecutionStrategy.java:174) graphql.execution.AsyncSerialExecutionStrategy.lambda$execute$1(AsyncSerialExecutionStrategy.java:45) graphql.execution.Async.eachSequentiallyImpl(Async.java:73) graphql.execution.Async.eachSequentially(Async.java:62) graphql.execution.AsyncSerialExecutionStrategy.execute(AsyncSerialExecutionStrategy.java:39) graphql.execution.ExecutionStrategy.completeValueForObject(ExecutionStrategy.java:588) graphql.execution.ExecutionStrategy.completeValue(ExecutionStrategy.java:402) graphql.execution.ExecutionStrategy.completeField(ExecutionStrategy.java:358) graphql.execution.ExecutionStrategy.lambda$resolveField$0(ExecutionStrategy.java:175) java.util.concurrent.CompletableFuture.uniComposeStage(CompletableFuture.java:981) java.util.concurrent.CompletableFuture.thenCompose(CompletableFuture.java:2124) graphql.execution.ExecutionStrategy.resolveField(ExecutionStrategy.java:174) graphql.execution.AsyncSerialExecutionStrategy.lambda$execute$1(AsyncSerialExecutionStrategy.java:45) graphql.execution.Async.eachSequentiallyImpl(Async.java:73) graphql.execution.Async.eachSequentially(Async.java:62) graphql.execution.AsyncSerialExecutionStrategy.execute(AsyncSerialExecutionStrategy.java:39) graphql.execution.Execution.executeOperation(Execution.java:170) graphql.execution.Execution.execute(Execution.java:112) graphql.GraphQL.execute(GraphQL.java:623) graphql.GraphQL.parseValidateAndExecute(GraphQL.java:565) graphql.GraphQL.executeAsync(GraphQL.java:536) graphql.GraphQL.executeStreaming(GraphQL.java:428) com.glide.graphql.impl.GraphQLEngine.executeOperation(GraphQLEngine.java:64) com.glide.graphql.impl.streaming.GlideGraphQLStreamingOutput.handleRequest(GlideGraphQLStreamingOutput.java:44) com.glide.graphql.impl.streaming.GlideGraphQLStreamingOutput.write(GlideGraphQLStreamingOutput.java:30) com.glide.rest.serializer.impl.ResponseSerializerImpl.serializeStream(ResponseSerializerImpl.java:133) com.glide.rest.handler.impl.ServiceResultHandlerImpl.serialize(ServiceResultHandlerImpl.java:128) com.glide.rest.handler.impl.ServiceResultHandlerImpl.processServiceResultBody(ServiceResultHandlerImpl.java:96) com.glide.rest.handler.impl.ServiceResultHandlerImpl.processServiceResult(ServiceResultHandlerImpl.java:40) com.glide.rest.processors.RESTAPIProcessor.process(RESTAPIProcessor.java:294) com.glide.processors.AProcessor.runProcessor(AProcessor.java:553) com.glide.processors.AProcessor.processTransaction(AProcessor.java:240) com.glide.processors.ProcessorRegistry.process0(ProcessorRegistry.java:177) com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:166) com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:31) com.glide.sys.Transaction.run(Transaction.java:2203) java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) java.lang.Thread.run(Thread.java:748)