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Description

Category objects are corrupt within the cache. A production node can sometimes (randomly) have a missing category (e.g. Software). The getTitle method returned null on the category, suggesting that the category was corrupt, since the title is mandatory on sc_category.

Steps to Reproduce

Can only reproduce on a single production instance. However, a similar issue can be reproduced with the following steps:

  1. Navigate to Self-Service > Service Catalog (to load the cache).
  2. Run this as Maint in background scripts:
    var c = GlideCacheManager.get("ZZ_CATEGORY_CACHE_YY", "d258b953c611227a0146101fb1be7c31^en"); 
    gs.print("title: " + c.getTitle());
    c.setTitle(null);
    gs.print("title: " + c.getTitle());
  3. Repeat step 1 again.
    The Hardware category has a corrupt title.

 

Workaround

As this is a caching issue, the only workaround is to flush the cache whenever it occurs. Visit https://[instance name].service-now.com/cache.do.


Related Problem: PRB621258

Seen In

Calgary Patch 3 Hot Fix 1
Calgary Patch 7 Hot Fix 2
Eureka Patch 3 Hot Fix 1
Eureka Patch 5
Geneva Patch 4

Fixed In

Fuji Patch 1
Geneva
Helsinki

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-06-08 09:23:27
Published:2015-04-07