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?

[Dihyat]

Hey don't know if you found the fix, but a UI policy might be causing the issue.

Check the UI policies configured in the "sc_req_item" with a condition which pulls "Variables" which is a field that is not available to choose from in an OOB instance. 

Deactivating the UI policy (or) removing the "Variables" conditions from the UI policy should resolve the issue.

[Stefan Reichelt]

Thank you so much! I'll revise that with my teammates internally and get back with results.

[Gal Katz]

Hi Jen.
I'm having the same issue with incident records. did you manage to solve this issue?
if yes can you please help?

Thanks 🙂

[rianayala78]

Hello, In our case it turned out that The "GlideSHN_query" points to the system property "sn_shn.note_preferences". The system property comes from the "Special Handling Notes" plugin. The issue occurs only when the system property is present in the instance but the plugin is inactive. To resolve the issue, we delete the "sn_shn.note_preferences" system property from the instance and perform a cache flush as the ServiceNow support team suggested

[rianayala78]

Hello there, In our case it turned out that The "GlideSHN_query" points to the system property "sn_shn.note_preferences". The system property comes from the "Special Handling Notes" plugin. The issue occurs only when the system property is present in the instance but the plugin is inactive. To resolve the issue, we delete the "sn_shn.note_preferences" system property from the instance and perform a cache flush as ServiceNow support team suggested