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Description

Organization Chart timeout in service portal

Steps to Reproduce

1) Download the create_hierarchy.txt file
2) In a NY Instance, install the Content Delivery plugin (com.sn_content_delivery)
3) Navigate to System Definition > Scripts - Background. Run the script contained in the create_hierarchy.txt file to create a large user hierarchy (this script will take some time to run)
4) Once the script completes, impersonate user: t_0_0_0_0_0_0_0_0_19
5) Navigate to /sp?id=cd_org_chart_demo
6) Observe page does not load and widget timeout will eventually occur
Expected Results: The org chart is loaded
Actual Results: The widget times out and does not load

Workaround

  1. Look up cd_Utils in sys_script_include.list (147242e2876323004d3b851c97cb0b84)
  2. Remove from _isDisplayConditionMet method: return currentDateTime >= offSetTime ? true : false;
  3. Replace with: return new GlideDateTime().after(offSetTime);

Related Problem: PRB1378367

Seen In

New York Patch 3
SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - GRC Workbench - New York 2019 Q3
SR - IRM - PA Premium Integration - New York 2019 Q3
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - ITOM - Discovery and Service Mapping - 201908
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - SIR - Threat intelligence - New York 2019 Q3
SR - SIR - VirusTotal Integration - New York 2019 Q3
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Intended Fix Version

Paris

Fixed In

New York Patch 6
Orlando Patch 1

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-04-01 02:23:28
Published:2020-01-19