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"Add CI Relationship" fails to load and gets stuck on the info-message "Loading Configuration Items"



Overview


This article intends to troubleshoot in case the Add CI Relationship operation fails to work, with the page showing the info-message Loading Configuration Item, never completing a successful load, and with no timeout error thrown.

 

 

Symptom


The browser JS console (i.e. from Chrome developer tools) will report an error like the following:

Uncaught TypeError: Cannot read property 'getAttribute' of undefined
at e.getSuggestedQuery [as callbackFunction] (js_includes_ciRelationshipEditor.jsx?v=11-08-2016_1607&lp=Mon_Jan_02_01_11_36_PST_2017&c=10_88:31622)
at e._responseReceived (js_includes_doctype.jsx?v=11-08-2016_1607&lp=Mon_Jan_02_01_11_36_PST_2017&c=10_88:10778)
at e._processReqChange (js_includes_doctype.jsx?v=11-08-2016_1607&lp=Mon_Jan_02_01_11_36_PST_2017&c=10_88:10636)
at XMLHttpRequest.<anonymous> (js_includes_doctype.jsx?v=11-08-2016_1607&lp=Mon_Jan_02_01_11_36_PST_2017&c=10_88:11)

 

Possible Resolution


The error Uncaught TypeError: Cannot read property 'getAttribute' of undefined can be caused by different reasons.The one reason we intend to address here is a modified Script Include after an instance upgrade between major versions, i.e. from Helsinki to Istanbul. The particular script include in this case is the AddRelationshipAjax, that was modified by the customer in the earlier version, and became incompatible with the new version of the instance.
 
The steps below should be taken to address the issue:
  1. Navigate to sys_script_include.list https://<Instance_URL>/nav_to.do?uri=/sys_script_include_list.do
  2. Locate the script include AddRelationshipAjax
  3. Check if the script was updated or skipped during the instance upgrade.
  4. If it was skipped, compare and collect the differences between the out of the box version and the current version.
  5. Review the custom code and merge, if possible, with the new version.
  6. In case the previous customization is no longer needed, revert to the new OOB version contained in the upgraded instance.

Article Information

Last Updated:2017-12-13 07:35:33
Published:2017-12-13