Users can't remove favorites

[fredriklarsson]

Hi,

Our users are having trouble to delete their favoriter. Doesn't matter if they click on the star or "Edit favorites"

When they push the button, it happens nothing. Same thing if they click on the star. They can change name and icon on existing favorites.

It works in our development and testing enviroment. We cloned from test when we went in production. We didn't clone users/groups.

All users have the same issue, even the admins. On premise hosting so haven't asked ServiceNow yet.

Did try to find ACL, UI action, but can't find anything. Where can i find the script that removes?

Geneva Patch 7

Hints?

Thanks!

[fredriklarsson]

Hi,

Yes it is. I have now compared the production and development, and there is no ACL and tables are exactly the same.

I can see now that if I try to delete, and then take a look at the tables, then I see that all my bookmarks are updated, even though I only tried to remove one.

I can't deactivate and activate UI16 right now, because the system is in production so have to plan for it.

[JC Moller]

Hi,

You could try debugging this in production and then in test environment.

- add the system property glide.rest.debug = true

- create a new favorite and then try to delete it

- set glide.rest.debug = false

Open Node Log File Browser and search with the "Request Method" string in the Message field.

Do a second search with the DEBUG ID that can be found on the "Request Method:DELETE" row. Now you can browse through the log lines related to only this transaction. If you have access to the localhost logs, you can also use the grep command to locate these rows in the logs.

Compare the logs for creating and deleting a favorite in test and in production. Are there any errors/warnings in the log or any other difference?

- Jan

[fredriklarsson]

Hi, i now added the propertie, there is no delete in log file. I made the same properties in dev, and there i can see an delete request. So it looks like delete request is blocked.

[JC Moller]

Hi,

You could try debugging this in production with Chrome Developer Tools.

- first add a new favorite

- open Chrome Dev Tools (Control + Shift + I)

- when the Tools window opens -> Select the red button for stopping recording and then clear the log from actions (steps 1. and 2. in screenshot)

- now activate the recording (button will turn red again) - try to remove the previously added favorite   (Remove from Favorites button)

- stop the recording but do not empty the log (actions in Name/path)

- browse the window for the line that starts with favorite?id=sys_id_for_the_favorite_you_just_added

- is there any information in the Header or Response tabs for this actions ? Errors or anything that would indicate why the action fails..

- Jan

[fredriklarsson]

Thank you for all support, i think we found the issue. When we installed load balancing on acceptance environment, we saw that the problem even was there. We disabled the policy's and the problem was gone. Just have to rewrite the policy that stopped it from working.

Case closed!