Workflow is not loading.

[sonu_patidar]

I am not sure why my instance is not loading a workflow on the drawing canvas.

When I open the workflow editor and just choose any workflow from side pane, it is showing as "Loading" but nothing is happening.

Nothing is happening after that.

[sonu_patidar]

Hi Arron,

I am getting following error in the System Log:

Level: Error

Source:   com.glide.ui.ServletErrorListener

Message:

java.lang.NullPointerException: java.lang.RuntimeException: java.lang.NullPointerException: com.glideapp.workflow.ui.WorkflowDiagramProcessor.process(WorkflowDiagramProcessor.java:134)

com.glide.processors.XMLHttpProcessor.processJavaAJAX(XMLHttpProcessor.java:143)

com.glide.processors.XMLHttpProcessor.process(XMLHttpProcessor.java:100)

com.glide.processors.AProcessor.runProcessor(AProcessor.java:409)

com.glide.processors.AProcessor.processTransaction(AProcessor.java:183)

com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:165)

com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:32)

com.glide.sys.ServletTransaction.run(ServletTransaction.java:34)

java.util.concurrent.ThreadPoolExecutor$Worker.runTask(ThreadPoolExecutor.java:895)

java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:918)

java.lang.Thread.run(Thread.java:682)

But I am not getting anything of it.

How would I resolve this issue?

[Ashutosh Munot1]

Try to open it in other browser

[sonu_patidar]

I did that too.
Now it is showing the blank screen as follows:

Please have a look on above comment addressed to Arron.

You might find some solution to the problem there.

[arron_ubhi]

Hi Sonu,

Thank you for the information.

Can you confirm if you have any custom Processors or UI Scripts running on your instance at the time the issue is reproduced? I have seen cases where this can cause the workflow editor to fail with exceptions.

Also can you confirm the results of clearing the instance cache?

I would also check the Workflow Version [wf_workflow_version] table and check if there may have been any corruption on the workflow.

Are you also able to open up a workflow by navigating to any Workflow Version [wf_workflow_version] record and clicking "Show Workflow" under the Related Links?

What you can possible do is check the Customer Update [sys_update_xml] table and find out any changes made at the time when you first noticed this issue happening. If there have been any modifications to any of the Workflow/Processor/UI Scripts, then you can back these out to see if they are causing the issue.

Let us know if you have any further questions or concerns.

Best Regards,

Arron

[Brendan Hallida]

in case anyone sees this in the future, I was able to find the resolution, (with the help of the HI support team)

It was found that one of the activity definitions was missing from one of my workflow activities.

you can find them here:

https://<yourinstance>.service-now.com/wf_activity_list.do?sysparm_query=&sysparm_first_row=1&sysparm_view=

the culprit had a definition missing.  In my case, it was a Query AD activity.

Once I added what workflow activity definition it was, the workflow was able to open!

Cheers, Brendan.