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Description

Symptoms


When the service portal service catalog category page (id=sc_category) is opened it's throwing some errors intermittently.

The errors can be seen below:

Release


All releases

Cause


It's a node specific issue.

There are two methods to check the catalog cache values for a node.

1. Cache Inspect

Example : If issue is on a certain Catalog [sc_catalog] record, then note the sys_id of the Catalog Record.

Hop into the impacted node, then navigate to https://<instance-name>.service-now.com/cache_inspect.do

From Cache Inspect, Check the ZZ_CAT_ITEM_CATEGORIES_CACHE_YY > CIC_MAP_ITEM<catalog_sys_id> cache details

You may see an empty array for the Catalog Items for a Category

com.glide.catalog.cache.impl.ServiceCatalogCacheUtils$3 (80):
{}

2. Scripts Background

Execute this from Scripts Background
==============================================

var CACHE_CATALOG = "ZZ_CAT_ITEM_CATEGORIES_CACHE_YY";
var CACHE_KEY = 'CIC_MAP_CATEGORIES<catalog_sys_id>';
var CACHE_VALUE = GlideCacheManager.get(CACHE_CATALOG,CACHE_KEY);
gs.print("CACHE_CATALOG > " + CACHE_CATALOG);
gs.print("CACHE_KEY > " + CACHE_KEY);
gs.print(CACHE_VALUE);

var CACHE_CATALOG = "ZZ_CAT_ITEM_CATEGORIES_CACHE_YY";
var CACHE_KEY = 'CIC_MAP_ITEMS<catalog_sys_id>';
var CACHE_VALUE = GlideCacheManager.get(CACHE_CATALOG,CACHE_KEY);
gs.print("CACHE_CATALOG > " + CACHE_CATALOG);
gs.print("CACHE_KEY > " + CACHE_KEY);
gs.print(CACHE_VALUE);

Example output

*** Script: CACHE_CATALOG > ZZ_CAT_ITEM_CATEGORIES_CACHE_YY
*** Script: CACHE_KEY > CIC_MAP_CATEGORIESe0d08b13c3330100c8b837659bba8fb4
*** Script: {063e2e502bc22900b1c4eddfe8da1579=[9110fa232ba92500b1c4eddfe8da1568]}
*** Script: CACHE_CATALOG > ZZ_CAT_ITEM_CATEGORIES_CACHE_YY
*** Script: CACHE_KEY > CIC_MAP_ITEMSe0d08b13c3330100c8b837659bba8fb4
*** Script: {}

Resolution


Restart the affected node(s).

1) Identify the node the user is currently logged in by either typing in stats.do in the filter navigator or in the URL directly (i.e. instancename.service-now.com/stats.do)

The node number can be found on the second line of the page where it says:

Connected to cluster node: app00000.sjc000.service-now.com:instance_name[node_number]

2) Open an incident in HI to have a support engineer restarts the affected node(s)

Article Information

Last Updated:2019-11-11 17:49:49
Published:2019-11-12