Forms loading cached / old data

[Derek C]

Hi all,

We've been having an issue where a record (e.g. and INC) will load old / cached data after it's been updated. Typically this happens when you open it from an email link. The form will show data that has since been changed (e.g. State was updated to work in progress, but is still showing New). After you reload the form, it seems to be resolved.

We are on San Diego, and we are using the Next Experience UI.

I can't find anything on the community regarding this, and ServiceNow support seems to be stumped as well which makes me wonder if we are the only ones experiencing it.

The issue is intermittent and not reproducible on demand.

The one way I've been able to (kind of) reproduce it is by opening two separate web browser windows (one incognito) and impersonating another user. Then updating a record, using SNUtils to switch the node, and opening the record in the other window.

Thoughts on what could be causing this? Has anyone else seen this issue, or is it something unique to us?

Thanks!

[kevinmurphy]

@Derek C We've also noticed this issue recently. We're on San Diego with Next UI.  We'll be opening a ticket also.

[Derek C]

Thanks @kevinmurphy! We still have not found a resolution, if we do I'll post it here for sure.

[Derek C · Accepted solution]

ServiceNow support did finally provide a work around for this. You will need to put a ticket in with ServiceNow as there is an update set they can provide that updates the record that needs to be updated, you will not be able to update it even as admin.

The name of the update set they provided me was "SNC PRB1588976 Workaround", if you need this from ServiceNow support, it might be useful to ask for it specifically.

Feedback from support below.

Most Probable Cause:
This issue is caused by a caching issue with the Next Experience / Polaris UI service worker, specifically the "polaris-sw-prefetch-iframe" worker.

Workaround:
This issue can be worked around by doing:
0. Logging in as maint
1. go to sys_ux_managed_service_worker.do?sys_id=4f58aeeb6d251ab126be8ae441962762 (managed-service-workers/polaris-sw-prefetch-iframe)
2. Uncheck Active
3. Click update
4. Visit cache.do
5. Close & reopen browser (or close all tabs on the problematic domain)
6. managed-service-workers/polaris-sw-prefetch-iframe service worker should no longer be registered

OR:

1. Load and apply the update set that is attached to this PRB (sys_remote_update_set_87632745773021101db9169bae5a991f.xml) and proceed with steps 4-6 above.

How to confirm the workaround:
1. Open chrome dev tools
2. Click on Application tab
3. Click on Service Workers in left panel
4. Click on root.js in center panel
5. Confirm importScripts does not contain '/uxasset/externals/managed-service-workers/polaris-sw-prefetch-iframe.jsdbx' in list

[Doug Yorke]

We're encountering this issue in Tokyo + Next Experience.  Case has been logged but waiting to hear more from support.  I assume they will get my case tagged to the open PRB

[Sam Buschette]

Have you been able to resolve? We have the exact same issue. It began when we moved to the Next Experience UI. Thus far, ServiceNow support has not been able to help.