SLA Timeline issue after Upgrade to Zurich

[rahulreddy79556]

Hi team,

After upgrade while we were testing some test scenarios we encountered a error : 

java.lang.NullPointerException: Cannot invoke "com.glide.script.GlideRecord.getViewDefinition()" because the return value of "com.glide.script.GlideElement.getGlideRecord()" is null

If we create a case from Portal and then click on " Show SLA timeline " from related links then we are getting this error. 

But If we create a case from Backened it works fine.

Any idea on this?

TIA 🙂 

@Ankur Bawiskar 

[Ankur Bawiskar]

@rahulreddy79556 

so where is this error showing up?

in system log or on portal page?

did you debug the widget?

if you are sure this started coming after upgrade then feel free to raise a case with ServiceNow.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[rahulreddy79556]

When I create a case from Backend . We have related lists : Show SLA Timeline.

Once we click Show SLA Timeline I am getting that error. Is it some kind of Upgrade bug?

We upgraded to Zurich Patch 1 hot fix 1.

[ChristianK98545]

I had the same issues, SLA's would barely work after the Zurich Patch 1 hotfix 1.
When using the SLA Validation it gave the same error you saw.

After some digging around this KB.
getDisplayValue() throws NullPointerException affecting, but not limited to: SLA processing, SLA deb...

The solution did not fix my problem due to custom features in our "Incident" forms, but after some extra debug steps and additions I could work around the initial issue.

Update the SLAUTIL in Script Include, I have attached mine.
See if it helps you.