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Description

When there is a before query business rule using a encoded query (ddEncodedQuery) with watch list in it, the count on list views gets messed up when the list is grouped by.

When a list is grouped by, each group will have a count (middle left side of the page). The some of groups count should be equal to the total of the list view count (top right count).
In this issue the some of all groups are not matching the total count of the list.

The total count is right.
The Group by count is wrong because the watchlist information. If the number of users in the watch list changes, the Group by count will change to. For example, if you add a user to the watch list, the Group by count will increase by one.

This is not reproducible on Kingston or Jakarta Patch 9
It is reproducible on Jakarta Patch 5

Steps to Reproduce

Jakarta Patch 5

PART 1
1- Go to the business rule Incident Query:
- nav_to.do?uri=sys_script.do?sys_id=2bc2f9b1c0a801640199f9eb0067326e

2- Substitute the code in the script field under Advanced tab for the following code:

var queryString = "caller_idDYNAMIC90d1921e5f510100a9ad2572f2b477fe^ORwatch_listDYNAMIC90d1921e5f510100a9ad2572f2b477fe";
if (!gs.hasRole("admin") && gs.isInteractive()) {
var u = gs.getUserID();
var qc = current.addEncodedQuery(queryString);
}

PART 2
3- Upload the XML file, attached to this PRB, into the instance (attachment name: active=true^caller_id=681b365ec0a80164000fb0b05854a0cd)_OOB_ITILusers tickets.xml)
(NOTE: this XML file consist of incidents INC0000059, INC0000058, INC0000057.
-I have made Caller = ITIL User for these incidents
- I added Abel Tudor user to INC0000059's watch list
- I added ITIL User, Fred Luddy, Fred Kunde to INC0000057's watch list.
OR
Manually make the changes referred above.

PART 3
Seen the issue:
4- Impersonate ITIL User
5- Go to Incident > All
6- Right click on top of the column header Assignment Group and select the option Group By Assignment Group.
7- Assignment Group count (5) does not match, list total count (3). See image

Unexpected behavior
- Step 7

Expected behavior
- Step 7 should be: Assignment Group count (3), list total count (3)

Workaround

After carefully considering the severity and frequency of the issue, and risk of attempting a fix, it has been decided to not address this issue in any current or future releases. We do not make this decision lightly, and we apologize for any inconvenience. If you have any questions regarding this problem, contact ServiceNow Customer Support.


Related Problem: PRB1283850

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Article Information

Last Updated:2019-05-21 11:41:31
Published:2019-03-03