Resolution Shaper - 'Please configure Resolution Shaper for undefined' message when previewing any non-csm task for which resolution shaper has been set up


Description

When previewing a record from list view, the 'Please configure Resolution Shaper for undefined' message is displayed on the record preview popup. This only happens for non-csm tasks for which Resolution Shaper has been set up.

The error message is NOT shown on the form and the Resolution Shaper timeline displays correctly.

Steps to Reproduce

1. Activate CSM plugin
2. Create a new Resolution Shaper Config [sys_resolutionshaper_config] record for the Incident table
3. Add the ResolutionShaper to the Incident form
4. From Incident list view, click on the (i) of one record to preview it

Actual behaviour:
The 'Please configure Resolution Shaper for undefined' message is displayed on the record preview popup

Console error:
VM787:7325 Uncaught Error: Highcharts error #16: www.highcharts.com/errors/16/
at K (eval at globalEval (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1496), <anonymous>:7325:193)
at Object.f.error (eval at globalEval (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1496), <anonymous>:7325:430)
at eval (eval at globalEval (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1496), <anonymous>:7321:229)
at eval (eval at globalEval (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1496), <anonymous>:7321:262)
at eval (<anonymous>)
at Function.globalEval (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1496)
at text script (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1498)
at zb (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1498)
at y (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1498)
at XMLHttpRequest.<anonymous> (js_includes_doctype.jsx?v=10-20-2020_1602&lp=Thu_Oct_22_00_37_07_PDT_2020&c=26_706:1498)

Expected behaviour:
The 'Please configure Resolution Shaper for undefined' message should not be displayed.

NOTE that this does not happen for sn_customerservice_case records.
This was fixed for sn_customerservice_case in New York under PRB1320585.

Workaround

In UI Macro 'resolution_shaper':
https://instance_name.service-now.com/nav_to.do?uri=sys_ui_macro.do?sys_id=a8cc6524d77002004f1e82285e6103e7

replace line 45:
if (view.indexOf('SYS_POPUP') == 0 )

with:
if (view.indexOf('SYS_POPUP') == 0 || view.indexOf('sys_popup') == 0)

This has been fixed in Quebec release as well.


Related Problem: PRB1442737