Incident Communication tasks doesn't appear in Service Operations Workspace and MIM Workbench

bindu214301 · ‎03-21-2025

After Upgrading from Washington DC to Xanadu Patch 6, Incident Communications Tasks disappear on SOW and MIM workbench.

bindu214301 · ‎03-21-2025

ISSUE SUMMARY:

After upgrading to Xanadu, data in Communicate tab is not loading for major incidents in SOW.

STEPS TO REPRODUCE/OBSERVE BEHAVIOR:

1. Workspaces Service Operations Workspace
2. Lists Major Incidents All
3. Open an major incident and click upon "Communicate" tab

Notice the error " Communication(s) data fetch failed"

MOST PROBABLE CAUSE:
We noticed that the Script Include "global.NotifyJSTelephonyConferenceAPI" seems to be corrupted

NotifyJSTelephonyConferenceAPI:

SOLUTION PROPOSED:
We have noticed that upon repairing the below plugins, the communicate tab now loads fine in the crocsdev instance
Notify (com.snc.notify)
Collaboration Services (sn_tcm_collab_hook)

Steps:
All System Definition plugins Search for (com.snc.notify and sn_tcm_collab_hook) Repair

sn_tcm_collab_hook

com.snc.notify

View solution in original post

Dr Atul G- LNG · ‎03-21-2025

Hi @bindu214301

Did you try to repair the MIM plugin?

https://www.servicenow.com/docs/bundle/vancouver-it-service-management/page/product/incident-managem...

https://www.servicenow.com/docs/bundle/vancouver-employee-service-management/page/product/sn-teams/t...

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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bindu214301 · ‎03-21-2025

Hi Atul,

Thank you for responding. It didn't help repairing the plugin. Verified the other articles but it didn't help. I opened a HI case.

Dr Atul G- LNG · ‎03-21-2025

Hi @bindu214301

Is it not ant role issue? Better log a Now Support case. HI case is not longer in use, it is called Now Support.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

bindu214301 · ‎03-21-2025

ISSUE SUMMARY:

After upgrading to Xanadu, data in Communicate tab is not loading for major incidents in SOW.

STEPS TO REPRODUCE/OBSERVE BEHAVIOR:

1. Workspaces Service Operations Workspace
2. Lists Major Incidents All
3. Open an major incident and click upon "Communicate" tab

Notice the error " Communication(s) data fetch failed"

MOST PROBABLE CAUSE:
We noticed that the Script Include "global.NotifyJSTelephonyConferenceAPI" seems to be corrupted

NotifyJSTelephonyConferenceAPI:

SOLUTION PROPOSED:
We have noticed that upon repairing the below plugins, the communicate tab now loads fine in the crocsdev instance
Notify (com.snc.notify)
Collaboration Services (sn_tcm_collab_hook)

Steps:
All System Definition plugins Search for (com.snc.notify and sn_tcm_collab_hook) Repair

sn_tcm_collab_hook

com.snc.notify