Creating a Project Task on a Request Change (Project Change Request) is throwing a Database Error - Support and Troubleshooting

Creating a Project Task on a Request Change (Project Change Request) is throwing a Database Error Issue When you are creating a Project Task on a Request Change [project_change_request] you are seeing a Database Error is being thrown.

Error Example:

Unique Key violation detected by database ((conn=861279)) Dupllicate entry '65b1849cdb643c105bbe127b4b9619fa' for key 'PRIMARY'

Cause This is happening because the creation of Project Tasks on the Request Change Table is not supported and therefore it is causing unexpected behaviour.

The Error will only display if the "Agile Development" Plugin is installed on the instance.

Please note that the 'Project Tasks' Related Lists is not available by default on the Request Change [project_change_request] Form and we do not recommend attempting to add this Related List to the Request Change Form.

You can review our "Create a project task" Documentation here which states that the Related List is only available for the following Tables : Project , Project Task , Incident , Problem and Change Request It is important to note that it is not supported to be used on any other Tables and this should be avoided in order to prevent issues such as the one described in this article. Resolution Our recommendation for resolving this issue is to ensure that Project Tasks are not related to the Request Changes since this will be following the Best Practices and the Documentation.

However, if you have a requirement for using the Project Tasks on the Request Changes [project_change_request] Table then it is possible to prevent this error by adding a customisation to the "StoryEffortRollup" Script Include .

Please be aware that this is a customisation and you will need to Review Skipped Upgrades for this Script Include if you do make any changes to it. Additionally you should be sure to conduct thorough testing in a sub-production instance before moving this to any live environment. Lastly, it must be noted that since this is a customisation it is not a behaviour which is supported by ServiceNow Technical Support and therefore it is the responsibility of your teams to maintain this.

Customisation Option:

You can test replacing the 'update' Method of the "StoryEffortRollup" Script Include with the following:

update: function(rollupColumn, sysId, value) { var task = new GlideRecord(PmTableConstants.PLANNED_TASK); task.addQuery("sys_id", sysId); task.query(); if (task.next()) { task.setValue(rollupColumn, value); task.update(); } },