Cause of the "Glide Record is Invalid" Error

[ayano]

This flow is configured on a Catalog Item, and it is triggered when the corresponding Catalog Item is submitted.

As the first action in the flow, there is a step that updates the approval and work_notes fields on the REQ record referenced by:

Trigger - Service Catalog → Request Item Record → Request

However, this action works correctly for some Catalog Items, while for others it fails with the error "Glide Record is Invalid", as shown in the screenshot.

The sys_id shown in the flow context matches the sys_id of the correct REQ record.

My question is: why would the "Glide Record is Invalid" error occur in this situation?

I would appreciate it if you could suggest possible causes and troubleshooting approaches.

As far as I know, neither the Catalog Items that work nor the ones that fail have any special controls, business rules, or restrictions on the RITM or REQ fields.

Best Regards,

[OlaN]

Scenario 1 happens if you would add 2 or more items to the Cart then checking them out at the same time using the submit-cart functionality.

If the pause doesn't help, and you've tried by putting your action in the middle of the flow, I can suggest another thing to try.

First do a lookup record action, and use the dotwalking (trigger-> Service cata...) to retrieve the correct record.

Then if you want extra safety, you can add a check if the record was found in the lookup-action.
Example below:

[ayano]

Hi @OlaN ,

Thank you for your detailed comments and suggestions.

I'd like to try the approach of retrieving the record using a Lookup Records action.

However, one thing that puzzles me is that this flow works correctly with other Catalog Items. No errors are generated for those items.

The error occurs only when a specific Catalog Item is submitted.

Because of that, I'm starting to think that the issue may not be with the flow itself, but rather with some configuration specific to that Catalog Item.

Do you think I should focus my investigation on the Catalog Item's unique settings, variables, workflows, business rules, or other related configurations instead?

Also, how would you recommend identifying the root cause...?

Best Regards,

[OlaN]

Hmm...

Well. It sure sounds like there is something odd if the issue only occurs with one single item.

And it's probably a good idea to investigate that further.

But to find the root cause, well, your ideas are as good as mine, since I have no further knowledge on your instance.

One thing I would start with; Validate that the REQ has actually been created after the RITM is generated. And that the link between these records is correct.