Help with System Log error

[kchorny]

Hi,

When we receive an email into our ServiceNow instance, we have an interim process that creates what we call a "ticket".   The ticket is then evaluated by our NOC staff and converted to either an incident or a request.

This happens most commonly on requests - 300+ times in the last 1.5 years, while it's only happened with incidents 5 times in the same time period.   And it seems like this happens most when the email is especially long or contains a lot of icons.   When the ticket is "processed", the resulting request is not created.   It seems to go partially through the process, because the ticket table tells us that it was converted to a request, but doesn't tell us the resulting request number.  

So I'm trying to figure out how to fix this.   Here is the error I'm seeing in the System Logs.   What does this mean?

URLDecoder: Illegal hex characters in escape (%) pattern - For input string: " a": java.lang.IllegalArgumentException: URLDecoder: Illegal hex characters in escape (%) pattern - For input string: " a": java.net.URLDecoder.decode(URLDecoder.java:173)

com.glide.util.StringUtil.urlDecode(StringUtil.java:1112)

com.glide.tiny_url.TinyURL.setParameters(TinyURL.java:165)

com.glide.tiny_url.TinyURL.getByParams(TinyURL.java:80)

com.glide.ui.RedirectTransaction.redirectWithTinyURL(RedirectTransaction.java:784)

com.glide.ui.RedirectTransaction.doRedirect(RedirectTransaction.java:761)

com.glide.ui.RedirectTransaction.process(RedirectTransaction.java:99)

com.glide.ui.GlideServletUITransaction.process(GlideServletUITransaction.java:68)

com.glide.processors.Processor.runProcessor(Processor.java:402)

com.glide.processors.Processor.processTransaction(Processor.java:192)

com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:146)

com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:36)

com.glide.ui.GlideServlet$1.run(GlideServlet.java:414)

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)

Thank you for any help!

[sergiu_panaite]

Hi Karla,

There is a known problem in ServiceNow where the issue happens if the label of a choice contains % character, the form designer does not save the form and gives an error like the one you have.

So, do you have any Labels for your form that contain % character?

Regards,

Sergiu

[kchorny]

No, I don't have any Choice Labels that contain the % character.

As I said, this works most of the time.   It seems to be related to the content of the incoming email, which is then copied to the Description field of the "ticket" and transferred to the request.