Notifications

48 views

Description

Data collection jobs provided OOTB from the plugin : Performance Analytics - Content Pack - Customer Service do not complete successfully. The job completes and shows "Collected With Errors" state. 

The errors in the job logs show an issue with PA scripts evalautions: 

Error during JavaScript evaluation com.snc.pa.dc.ScriptException: JavaScript evaluation returned: Undefined in script:

The below 4 PA Scripts given by the Performance Analytics - Content Pack - Customer Service plugin are known affected by the problem:
Asmt_Metric_Result.Case.Account
Asmt_Metric_Result.Case.AssignedTo
Asmt_Metric_Result.Case.Assignment_Group
Asmt_Metric_Result.Case.Product


Steps to Reproduce

1. Activate the Customer Service and Performance Analytics - Content Pack - Customer Service plugins.

2. Open the [CS] Customer Service Historic Data Collection job and adjust the 'Relative start interval' to 'Months ago' **Note: this is only to make sure the collection job access all demo records from the 'asmt_metric_result' table. On the customer's instance this step is not required to reproduce the issue because they have plenty of assessment records inside.

3. Execute the collection job and wait for its completion.

4. From the job logs we will see it ends with 'Collected with errors'. Explore the job logs we will see below error:
Error during JavaScript evaluation com.snc.pa.dc.ScriptException: JavaScript evaluation returned: Undefined in script: var listOfAccounts=function(x, y){
if(!gs.nil(x) && !gs.nil(y)){
if(x=='sn_customerservice_case'){
var gr = new GlideRecord(x);

Workaround

This problem is under review and targeted to be fixed in a future release. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.

As a workaround, excluding the breakdowns from the collection might allow the job to complete without errors.


Related Problem: PRB1377188

Seen In

Orlando
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3

Fixed In

Paris

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-07-23 17:15:50
Published:2020-07-19