Notification triggered from Visual Task Board

[Community Alums]

Hello,

Today, a user received a notification that a Visual Task Board Lane had exceeded the Lane Limit, even though there are no lane limits in place throughout our entire instance.  Researching the notification, I discovered it was triggered on the vtb_card table by a condition "Removed" changes to "False."  This was on a guided board.  The documentation is clear on Flexible Boards, but we are struggling to identify what user action triggers this "Removed" changes to "False" action on Guided Boards.  We can implement a workaround by changing the OOB conditions, but can someone help us understand why the notification would be sent based on the second condition even though no limit is set?

Thanks,

Dustin

Cards on Guided-Boards grouped by 'Removed'

Conditions for the notification

All Lanes in our instance have no limit (-1)

[Ruben Ruiz2]

Agreeing with Susan, we are still getting the emails even the configuration being the same. 

I don't think the lane wip limit empty should be the issue, as documentation indicates to leave blank value if there is no limit needed.

I have created a Hi Ticket to keep track of this.

Thanks for the information.

Ruben.

[SusanWinKY]

Even though the VTB owner leaves the value blank, I believe that behind the scenes, the field value should be -1.  The conditions on the two notifications (Lane limit Reached and Lane limit Exceeded) do not account for this scenario.  I said above that I was going to change our empty values to -1, but I am actually going to update our notification conditions to add a check for Lane.Lane wip limit is empty.

I've also asked HI to check into why the Lane wip limit isn't getting set to -1 for all of our VTBs.

[SusanWinKY]

Correction:  Lane.Lane wip limit is NOT empty

[Brenda Williams]

We are on Orlando and still experiencing this issue. Did anyone follow up with HI for a solution?

[SusanWinKY]

These are the replies we got from HI:

REPLY #1 - to fix the 2 notifications

Hi Susan, So the Dev team has recommended below workaround.

Please import the attachments (xml files) added in the comments into the notifications table under system notifications (<instance>.service-now.com/sysevent_email_action_list.do)

Please test this is a sub-prod and let us know if it has resolved the notification issue for you now.

Thanks,

Aastha

REPLY #2 - to validate the issue with the Lane wip limit

Hi Susan, This issue is addressed in the PRB PRB1382289

Steps to reproduce:

1. Log into a instance

2. Create a freeform Visual Task Board

3. Notice that the "Lane wip limit" values are -1 (To Do, Doing, Done)

4. Now if you rename a lane, for example "To Do" to "To Do2" the value is removed when it should stay at -1, but when running the following script in the script background we can see that this is in fact equal to 0 (That would be the first description of the issue):

var gr = new GlideRecord('vtb_lane');

gr.get('sys_id of the lane here');

gs.print(gr.lane_wip_limit);

5. Now create a new Lane

6. The Lane wip limit shows has empty, when checked with the script above, it return 0, when it should be -1 hence this is interfering with the Notification below that checks for value = 0 or greater:

Notification "Lane limit Exceeded" located at:

https://<instance_name>.service-now.com/nav_to.do?uri=sysevent_email_action.do?sys_id=7ad70120b7403300bf6bea56ee11a9e4%26sysparm_view=advanced

When a new lane is created, the Lane wip limit should be set to - 1 not to 0 because, if the user move the card to the lane, it will trigger that condition above since the limit is not set to -1 but to 0 instead (per default it should be set to -1.

This prb is under investigation by the dev team at the moment. I validated it returns 0 when the above background script is used in your case as well.

Thanks,

Aastha