Incident journal field is producing a severe error in the log, causing the form to not load properly.

<g2:activity> java.lang.NullPointerException

java.lang.StringIndexOutOfBoundsException: String index out of range

This can be caused by audit and history records for the impacted incident having too many multibyte characters.
For example, comments contain a large email thread when leaving comments on an incident by hitting reply-all to an email.
This causes massive audit entries and sometimes they can contain too many multibyte characters, which will prevent the form from loading.

Steps to Reproduce

Open an incident audit or history record that has a large email thread or excessive comments.
Note that the journal field does not render properly in the incident record.


The only workaround, although not recommended, would be to remove those certain sys_audit records and the related sys_history_line records that are causing the oversize issue.

The ESS view on the affected incident should still work, as long as it is not showing the activity journal log.

This issue has been fixed in Eureka.

Related Problem: PRB589786

Seen In

Berlin Patch 11
Berlin Patch 4
Berlin Patch 5 Hot Fix 1
Berlin Patch 6
Berlin Patch 8
Dublin EA 6
Dublin EA 8
Dublin Patch 7 Hot Fix 2
Dublin Patch 8
Fuji Patch 1

Fixed In


Associated Community Threads

There is no data to report.

Article Information

Last Updated:2015-08-11 11:01:20