"Failing widget: 'SC Order Status'" error on Service Portal

[Ramiro Rincon B]

Hi all!
I was performing some tests on our testing instance and realized we have issues while trying to view a RITM generated after submission. Here is a screenshot:

We checked the browser console and it points out to the Server script for the mentioned widget, but we believe it's not directly related to it since this widget is OOB and protected.

We checked the logs and it shows the following:

JavaScript evaluation error on:
(function(){(function() {
  /* populate the 'data' object */
  /* e.g., data.table = $sp.getValue('table'); */
	
	//Request sys_id can be passed as an option 
	//By default URL parameter is used
	var request_id = $sp.getParameter('sys_id');
	
	if (options && options.hasOwnProperty('request_id_source') && (options.request_id_source === 'widget_options') && options.hasOwnProperty('request_id'))
		request_id = options.request_id;

...
[Keeps showing the whole code until the following message]
...

Root cause of JavaScriptException: java.lang.NullPointerException 
: java.lang.NullPointerException: 	com.glide.catalog.cache.impl.DefaultTranslationProvider.getFieldTranslationsFromSysTranslated(DefaultTranslationProvider.java:243)
	com.glide.catalog.cache.impl.DefaultTranslationProvider.access$300(DefaultTranslationProvider.java:34)
	com.glide.catalog.cache.impl.DefaultTranslationProvider$FieldTranslationProvider.getTranslations(DefaultTranslationProvider.java:436)
	com.glide.catalog.cache.impl.DefaultTranslations.getFieldTranslation(DefaultTranslations.java:93)
	com.glide.catalog.cache.impl.ServiceCatalogI18NCacheableItemAdapter.resolveFieldValue(ServiceCatalogI18NCacheableItemAdapter.java:88)
	com.glideapp.servicecatalog.Catalog.getTitle(Catalog.java:483)
	com.glideapp.servicecatalog.scoped.api.CatalogItemJS.jsFunction_getItemSummary(CatalogItemJS.java:312)

We're not sure what is or how it works this "getItemSummary" function, but it's the only note we received from the instance to determine the root cause of the problem.

Any ideas?

Thanks in advance!

[Allen Andreas]

Hello,

Were these random tests...or did you all just upgrade, etc.?

This context would help us, help you.

With that said, I would recommend reviewing things to ensure there isn't a new "SC Order Status" widget that you would swap this one out with.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Ramiro Rincon B]

Hi Allen,

No, not random tests. No upgrades either.

And there is no custom widget working on that page. The rest of items work as usual.

It is probably something related to the way the catalog item is configured, but we have turned off/on all checkboxes and properties in it and it's still sending that message.

We are still looking for other possible errors.

Any other ideas would be appreciated.

Thanks!

[Allen Andreas]

Hi,

If it's happening on one specific catalog item, you can review disabling all client and UI policies as well and see if you can find the culprit that way.

I'd also recommend reviewing any business rules that run on "insert" for the sc_req_item table.

Depending on where you redirect users after submit, it may be something conflicting with the order status widget that normally appears after the item is ordered and this particular item.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Ramiro Rincon B]

Ok, found the culprit: the catalog item was not listed in the Service Catalog.

It is actually configured like that because of business reasons, and since we were creating that item through another method (Cart API), we didn't need to show it in the catalog.

We are going to look for a way to have it in a category, but have it visible with some conditions (I know you can with User Criteria).

Thanks for your guidance, Allan!