If a user updates the Configuration Item field on an incident record and later that user's record is deleted from the instance, the activity formatter breaks if the Relation Changes field is added. The activity formatter also breaks if a user updates the Configuration Item field and the User ID of that user is later modified.

Steps to Reproduce

  1. Ensure that the Relation Changes field is added to the incident activity formatter through either UI properties or through the incident record.
    • Through UI properties:
      1. Navigate to System Properties > UI Properties.
      2. In the Incident activity formatter fields text box, add *Relations* (if it is not there already).
    • Through an incident record:
      1. Open an incident record and scroll to the Activity stream.
      2. Click the activity filter icon .
      3. At the bottom of the list, click Configure available fields and move Relationship Changes from the Available column to the Selected column.
  2. Impersonate a user that has the itil or admin role (these roles can update incident records).
  3. Open any existing incident record.
  4. Change the value of the Configuration item field.
  5. Click Save.
  6. Impersonate a different user that has the maint or admin role (these roles can delete a sys_user record).
  7. Delete the record of the user you impersonated in step 2.
  8. Browse to the same incident record you opened in step 3.
    Note that the message Record activity will display here is displayed instead of the activity log entries.


Configure the Activity Stream to not display relationship changes. 

  1. Open an incident record.
  2. Scroll to the Activity stream.
  3. Click the activity filter icon .

  4. Clear the Relationship Changes check box.

Related Problem: PRB670346

Seen In

Geneva Patch 1
Geneva Patch 3 Hot Fix 2
Geneva Patch 4
Geneva Patch 5
Geneva Patch 6
Geneva Patch 6 Hot Fix 2
Geneva Patch 7
Helsinki Patch 0 Hot Fix 3
Helsinki Patch 1
Helsinki Patch 2
Helsinki Patch 3
Helsinki Patch 3 Hot Fix 2
Helsinki Patch 3 Hot Fix 7
Helsinki Patch 4
Helsinki Patch 5

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:32:49