Incident will not open (and the browser freezes/locks up) - Support and Troubleshooting

Incident will not open (and the browser freezes/locks up) Issue  Symptoms Unable to open an incident form

Release Kingston Patch 7

Cause There are a large number of comments and work notes on the incident which are preventing the incident from being opened (continued explanation below...)

Resolution On the specific incident where this behavior is seen, there are a substantial amount of journal entries. There are 41,260 comments and 80,844 work notes, a total of 122,104 entries.

The sys_audit for the incident shows 122,166 entries.

It is likely that the entries on the sys_journal_field were created by a script (hence the unusually large amount of entries).

To resolve the behavior, on a sub-production instance, remove the sys_journal_field entries for the affected record.

Doing the above should allow the incident to be opened again without issue.