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Description

Symptoms

Following errors in logs: 
SEVERE *** ERROR *** null:-1:-1: <null> No source to compile: file:/glide/nodes/<node>/webapps/glide/itil/WEB-INF/ui.jtemplates/magellan_create_favorites_modal.xml 

Release

Found in Kingston Patch 12 and higher versions

Cause

The file for this error record is coming from 'glide.ui.magellan_navigator'. This is the "Megellan Navigator" plugin. Check if the plugin is active:

https://<instance>.service-now.com/nav_to.do?uri=v_plugin.do?sys_id=com.glide.ui.magellan_navigator 

This plugin is usually installed as a prerequisite of the "Concourse Navpage" plugin. Check if this plugin is active:

https://<instance>.service-now.com/nav_to.do?uri=v_plugin.do?sys_id=com.glide.ui.concourse 

This brings us to the actual issue. The "Concourse Navpage" plugin is a prerequisite for the "UI16" plugin:
https://<instance>.service-now.com/nav_to.do?uri=v_plugin.do?sys_id=com.glide.ui.ui16 

UI16 is the default user interface for new instances. For upgraded instances, an administrator must activate UI16. But the errors appear when neither of the plugins are active on the an instance. 

The errors will continue until 'Concourse Navpage' plugin is activated on the instance. 

Resolution

Activate one of the 3 plugins to fix the issue.

"Concourse Navpage [com.glide.ui.concourse]" plugin record can only be accessed with maint role.
If you want to get this plugin activated, you will need to raise a request through HI portal. Refer the following doc for information on Requesting a plugin on HI: 
https://docs.servicenow.com/bundle/london-platform-administration/page/administer/plugins/task/t_RequestAPlugin.html 

Remaining two plugins can be activated by admin user. If you do not wish to activate UI16, you may activate the "Megellan Navigator" plugin instead.

Note: Always test a plugin on a sub-prod instance before installing it on production.

Additional Information

Refer the following doc for information on allowing/restricting users to switch between UI 15 and 16 (this can restrict only non-admin users): 
https://docs.servicenow.com/bundle/london-platform-user-interface/page/administer/navigation-and-ui/task/t_SwitchBtwnUi16AndUi15.html#t_ConfigSwitchRolesUi15AndUI16. 

Article Information

Last Updated:2019-08-02 20:48:42
Published:2019-03-20