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Description

For records with large audit history (more than 1000 updates), clicking on Show SLA Timeline can take a long time and eventually the transaction may get cancelled. It can also result in the node to run out of memory. 

Retrieving the SLA Timeline by sending a request to the Task SLA Timeline API Endpoint can also result in the same. 

API Endpoint: https://<instance-name>.service-now.com/api/now/sla/timeline/{taskId}

Steps to Reproduce

User Interface:

  1. Open a task record which has more than 1000 updates. 
  2. Scroll down and click on 'Show SLA Timeline'

API:

  1. Open REST API Explorer
  2. From the API Name dropdown, choose SLA (Internal API)
  3. Select Task SLA Timeline
  4. Paste the sys_id of a task record which has more than 1000 updates. 

Workaround

The workaround involves adding a check in the script include SLATimeLineV2SNC to display an error message instead of waiting until the request times out when the record has been updated over a certain limit, e.g. 1000.

  1. Open the script include SLATimeLineV2SNC.
  2. Scroll down to the function _apiPreConditionsCheck.
  3. Add the below if condition at the end of this function. 
    // Need assess a feasible mod count value to attempt the display of timeline.
    if (taskGr.getValue("sys_mod_count") > 1000)
    return this._returnApiSecurityError(gs.getMessage(
    "The timeline for this {0} cannot be displayed because its audit history is too large.", taskGr.getRecordClassName()));

This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.


Related Problem: PRB1372986

Seen In

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 - Policy and Compliance PA Content - Madrid 2019 Q1

Intended Fix Version

Quebec

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

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Article Information

Last Updated:2020-04-28 09:54:50
Published:2020-04-28