Certain, specific incident records do not load as they seem to freeze when opened - Support and Troubleshooting

Certain, specific incident records do not load as they seem to freeze when opened Description  Symptoms When certain, specific incident records are opened they do not load as they cause the page to freeze (users won't be able to do anything at this time until the tab/browser is restarted).

Release All releases

Cause Caused by bad data in the "Description" field of the incident record. This issue generally occurs when the "Description" field has been converted to type HTML instead of the OOB String type.

Resolution Since the value of the "Description" field cannot be cleared out on the form (as the form is unresponsive) the field can be list edited on the list to clear it out.

If that fails admin users can run the following code in background script to clear the value out as well:

var inc = new GlideRecord("incident"); inc.addQuery("sys_id", "populate_with_sys_id_of_the_record"); inc.query(); while (inc.next()) { inc.description = ""; inc.update(); }