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Description

Requested Item workflow has a Catalog Task activity which resulted in 'delete' without even creating the record.

 

Release or Environment

Any Supported release.

Cause

Any before Insert business rules with a abort action set to true.
Business rule on the "sc_task" table causing 'NullPointerException' may also affect the record insertion.

Resolution

When the Requested Item workflow was executing the Catalog Task activity, there was an Error with NullPointerException in the logs.
And the operation against the 'sc_task has been aborted.
Below is the log snippet:

9/10/19
9:45:07.336 AM
2019-09-10 09:45:07 (336) Default-thread-12 FEAC7CF5DBFB3FC4DDDDFDBAF496191E txid=c93c45f5db3b DEBUG: completed Telecom task(28bde91b4f9e7f001f0a8d9f9310c7ed): event=execute
host = xxxxxxxx.service-now.comsource = /<instancename>/glide-madrid-12-18-2018__patch4a-07-09-2019/prod/active/mysql-5.6.36-log/logs/localhost_log.2019-09-10.txtsourcetype = appnode_localhost_log localhost
9/10/19
9:45:07.317 AM
2019-09-10 09:45:07 (317) Default-thread-12 FEAC7CF5DBFB3FC4DDDDFDBAF496191E txid=c93c45f5db3b Operation against file 'sc_task' was aborted by Business Rule 'Cascade Request Approval to Request Item^813c49f5db3b7fc4ddddfdbaf49619e6'. Business Rule Stack:Cascade Request Approval to Request Item,Start Workflow,PHI Move - Task - Catalog Task
host = xxxxxxxx.service-now.comsource = /<instancename>/glide-madrid-12-18-2018__patch4a-07-09-2019/prod/active/mysql-5.6.36-log/logs/localhost_log.2019-09-10.txtsourcetype = appnode_localhost_log localhost
9/10/19
9:45:07.317 AM
2019-09-10 09:45:07 (317) Default-thread-12 FEAC7CF5DBFB3FC4DDDDFDBAF496191E txid=c93c45f5db3b SEVERE *** ERROR *** java.lang.NullPointerException
java.lang.NullPointerException
host = xxxxxxxx.service-now.comsource = /<instancename>/glide-madrid-12-18-2018__patch4a-07-09-2019/prod/active/mysql-5.6.36-log/logs/localhost_log.2019-09-10.txtsourcetype = appnode_localhost_log localhost
9/10/19
9:45:07.316 AM
2019-09-10 09:45:07 (316) Default-thread-12 FEAC7CF5DBFB3FC4DDDDFDBAF496191E txid=c93c45f5db3b SEVERE *** ERROR *** Error while creating cipher for encryption context.
host = xxxxxxxx.service-now.comsource = /<instancename>/glide-madrid-12-18-2018__patch4a-07-09-2019/prod/active/mysql-5.6.36-log/logs/localhost_log.2019-09-10.txtsourcetype = appnode_localhost_log localhost
9/10/19
9:45:07.316 AM
2019-09-10 09:45:07 (316) Default-thread-12 FEAC7CF5DBFB3FC4DDDDFDBAF496191E txid=c93c45f5db3b WARNING *** WARNING *** Attempt to get cipher for encryption context '' without authorization
host = xxxxxxxx.service-now.comsource = /<instancename>/glide-madrid-12-18-2018__patch4a-07-09-2019/prod/active/mysql-5.6.36-log/logs/localhost_log.2019-09-10.txtsourcetype = appnode_localhost_log localhost


The Business rule was performing some encryption and it failed.
We can clearly see in the logs showing this message "SEVERE * ERROR * Error while creating cipher for encryption context".

Disabling the business rule fixed the issue.

Article Information

Last Updated:2019-09-20 13:37:20
Published:2019-09-20