Standard Change Template Proposal functionality suddenly stopped working

[Shant Cancik]

I'm running into a very confusing issue. I'm revamping my company's Change Management process and implemented the Standard Change Catalog plugin for ServiceNow. After several weeks of working correctly, the template proposal page no longer works.

Here is what's going on:

1) The "Category" reference field is no longer displaying the Standard Change Catalog's categories. Its showing nothing at all.

2) The "Request Approval" button does nothing. If I don't fill all the mandatory fields and press it I do get a notification telling me that I didn't complete the mandatory fields but once I complete them and press the buton nothing happens.

The Modify a Template page looks very similar to the Propose a Template and that page works correctly. The code for the Category reference field's reference qualifier is exactly the same as well. VERY Strange! If anyone has any clue as to how this functionality could suddenly stop please let me know. I'm stumped.

[cameronrichard]

Hi Shant,

What's currently populated in the Catalog and Category fields in the Standard Change Properties?

Are both the Catalog and Category populated with what you expect? If they aren't you need to check if they're the category is active and if the catalog is active.

We'll get to the other issues once we've solved this one.

Thanks,

Cameron

[Shant Cancik]

Hi Cameron,

Thanks for the reply! In Standard Change Properties, the Catalog is pointed to the Service Catalog and the Category is pointed to Standard Changes which holds all the template categories. Both are populated with what I expect and both are set to active. The Category reference field in my picture works fine on the modify a template page but not on the propose a template page.

I've examined both variables and they are identical. However, if I remove the Reference Qualifier that narrows the search down to the Standard Change Categories, I see all the Service Catalog categories which would be expected.

Let me know if you have any further thoughts about this. Thanks!

-Shant

[Dominik Simunek]

Hi Shant,

How does your script include "StdChangeUtils" look like? Have you done any changes to it recently? Most of the logic regarding Standard Change Catalog is written StdChangeUtilsSNC script include but it can be overwritten in StdChangeUtils.

Have you upgraded your instance recently?

Regards,

Dominik