Service Portal: Catalog Item's form is not displaying upon clicking the Icon Link.

[atv1]

I recently developed a separate Service Now Portal on our Dev instance. I just found out this morning that the catalog Item is not loading the first time I access it. I need to revisit the catalog item before it loads successfully. Reloading the page doesn't do the trick. Few days ago, everything is working fine. This happens to all my Catalog Items. Any help would be appreciated. Thanks! 

Sample Icon link on my Service Portal:

Upon clicking Service Request Icon link: 

Going back to Homepage and revisit Icon link:

[Jan Cernocky]

Hi atv,

can you check if the URL in first and second step is identical? 

What does the first run shows in the Devtools? Is there any error in the Console? Is the HTML part missing the code? Also check logs, maybe something is not loading as it should on first try.

Then I would simply open the widget in the platform (btw. is it out of the box or did you customize it?), add there break points (in server part, somewhere at the beginning), run debugger and load the page and check step by step where the issue can be.

Btw haven't you upgraded the instance recently? May be connected with that as well, if I am not mistaken, there was patch 6 of San Diego released recently

[atv1]

Hi Jan,

This is a custom catalog item I created with a same config on our Production instance which is working fine. That's why I have no idea why I'm getting this error on our Dev Instance. 

In page designer, these are the config for the Icon Link. 

As confirmed, URL are identical.

1. Access the portal (new session) then click on Icon Link (Service Request)

2. Clicking on Home (current session) then revisiting Icon Link (Service Request): All variables are loaded.

[Jan Cernocky]

Hi atv,

please do check the system logs and browser console log. It happened to me several times I was checking why the page is showing what it should not and found it nicely explained in an error message.

Also is it just you or anyone else is experiencing the same issue? Would be good to see if this happens in another browser or after you clear the browser cache. 

If you didn't touch it since the clone from PROD I can imagine the widget/page itself is good but some data it works with may be missing or something.

[atv1 · Accepted solution]

Thank you for replying to this post. I just figured out that the reason why the page was not loading was due to the Angular Provider record I have created to disable the Attachments Encryption. This was pointed out by Now Support after I submitted a ticket to them. The solution they provided was to include the script inside a function.