question Re: Bulk Case Creation - Scheduled job issue in HRSD forum

Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 13:20:46 GMT

Hey SN Comm!

Around 3pm yesterday, Nov 12th, I went to 'Create Bulk Cases' --> downloaded the email template --> added two users emails as a test (myself included) --> uploaded that file with the two emails --> the system file load was successful and it showed as finding myself and the second person --> I checked the box to have all cases have same Opened for and selected a person from my team that handles cases --> I used the HR Service 'Employee Profile Update' which automatically filled in the Short Description Field from the bulk case creation form --> I then went to the Bulk Case Creation scheduled job and clicked execute...

When I go to the Bulk Case Requests which shows my one request, I click into it, and it shows as running... this morning, several hours later, it still shows as running (In Progress).

Has anyone ever had this issue before? Does the Bulk Case Creation scheduled job only work with certain hr services?

Looking for any ideas as to why it would take this long.

Cheers!

-Rob

Bulk Request:

Scheduled Job Bulk Case Creation:

Condition Script:

var result = true;
var grCase = new GlideRecord('sn_hr_core_bulk_case_request');
grCase.addQuery('status','in_progress');
grCase.query();
if(grCase.next()){	
	result=false;
    gs.info(grCase.number+" is currently running");
}
result;

Run this Script:

var grCase = new GlideRecord('sn_hr_core_bulk_case_request');
grCase.orderBy('requested_time');
grCase.addQuery('status','ready');
grCase.query();
while(grCase.next()){
	var createCases = new sn_hr_core.hr_BulkCaseCreation().createCasesFromQuery(grCase.sys_id,grCase.user_selection_query,grCase.default_values,grCase.has_parent,grCase.selected_user_count,grCase.user_selection_type);
	grCase.url = createCases.url;
	grCase.update();
}

Re: Bulk Case Creation - Scheduled job issue

Lena_Latham — Wed, 13 Nov 2019 14:12:10 GMT

Hi Rob. I just tested this in a New York instance and it worked fine.

When you were creating the Bulk Case, did the system return users after you clicked the Upload button (1 & 2)? Also, did it match any users when you selected the HR Service (3)?

Best,

Lena

Re: Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 14:35:39 GMT

Hey Lena,

Yes, it did - here are my results:

These are the results I revived when attempting this yesterday. Once I did this and clicked Create Cases - I received the BCR number, ran the scheduled job manually, saw from the BCR form that it noticed the job kick-off, and has been "running" ever since.

Thank you!

-Rob

Re: Bulk Case Creation - Scheduled job issue

KirstinR — Wed, 13 Nov 2019 14:45:12 GMT

Does the "Run as" on the scheduled job have the correct access (roles for HR cases)?

Re: Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 14:46:00 GMT

I do have one of our test instances that is currently on New York, so trying it there as well.

However between both New York and Madrid Instance, I see the following system log warnings:

	org.mozilla.javascript.EcmaError: Cannot read property "url" from undefined
Caused by error in <refname> at line 7

4: grCase.query();
5: while(grCase.next()){
6: var createCases = new sn_hr_core.hr_BulkCaseCreation().createCasesFromQuery(grCase.sys_id,grCase.user_selection_query,grCase.default_values,grCase.has_parent,grCase.selected_user_count,grCase.user_selection_type);
==> 7: grCase.url = createCases.url;
8: grCase.update();
9: }

Re: Bulk Case Creation - Scheduled job issue

Lena_Latham — Wed, 13 Nov 2019 14:52:13 GMT

The next thing I'd check would be the Application Restricted Caller Access list. In the Status field, filter out Allowed and see if there are any in Requested Status.

Here's a link to a free on demand course for Restricted Caller Access for HR: https://nowlearning.service-now.com/lxp?id=overview&sys_id=dab1dd7cdb52b300760a7104399619c9&type=course

NOTE: You will need to log into Now Learning to see the course.

Lena

Re: Bulk Case Creation - Scheduled job issue

vkachineni — Wed, 13 Nov 2019 14:52:35 GMT

put this line to see what is in the createCases object

gs.log(JSON.stringify(createCases));

Re: Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 15:17:32 GMT

Here are the results I have from the list:

Re: Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 15:28:39 GMT

I receive the same error as before.

Note: had to change gs.log into gs.info as gs.log is not permitted in scoped application.

I still get a warning stating:

org.mozilla.javascript.EcmaError: Cannot read property "url" from undefined
Caused by error in <refname> at line 7

Re: Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 15:50:10 GMT

The "run as" field by default is not on the scheduled job form. Once I added it however to see if it was holding any data, that field is blank.

Would this need something? since it is a scheduled job that is supposed to run periodically every 6 hours OOTB, would putting someone under this field help (as in, put myself in this field as the admin?).

Re: Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 15:53:16 GMT

okay - I guess it did... Once I added myself as the "Run As", I created a new bulk request, executed the job, and it zoomed right through and created the cases...

Interesting!

Thank you!

-Rob

Re: Bulk Case Creation - Scheduled job issue

KirstinR — Wed, 13 Nov 2019 15:58:09 GMT

We ran into a similar issue because our "Run As" was "Admin" but the admin account did not have access to HR cases. Once we added the admin account to the proper groups, the scheduled job worked properly.

Re: Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 15:59:55 GMT

This is interesting and good to know!

Thanks again, Kirstin!

Re: Bulk Case Creation - Scheduled job issue

Lena_Latham — Wed, 13 Nov 2019 16:02:22 GMT

Great sleuthing, Kirstin!

Lena

Re: Bulk Case Creation - Scheduled job issue

KirstinR — Wed, 13 Nov 2019 17:29:29 GMT

I thought I would also share. The reason we use an admin account as the "Run As" is because if "Run As" reflects an actual associate and that associate would leaves, that scheduled job would no longer work.

Re: Bulk Case Creation - Scheduled job issue

Rob Sestito — Wed, 13 Nov 2019 17:39:46 GMT

Yes! That makes perfect sense!

Thank you!