Workflow troubleshooting - Unable to create or open a Workflow Version [wf_workflow_version] record - Support and Troubleshooting

Workflow troubleshooting - Unable to create or open a Workflow Version [wf_workflow_version] record Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Users may become unable to create or open a Workflow Version [wf_workflow_version] record. This impacts the ability to develop solutions for automating Incidents, Problems, Service Catalog Requests, Change Management processes, affecting the new creation of Incidents, Problems, Change Requests, Service Catalog Requests. This problem can be very difficult to capture. Depending on the symptoms that are occurring on the instance, the error messages or warning messages in the log files can vary. An example in the log file is shown below:

05/29/15 00:00:00 (946) Get for non-existent record: wf_workflow_version:, initializing The symptoms below indicate an issue creating or opening a new workflow version: A user may experience a blank screen when creating or opening a workflow editor with the name [workflow name]. When opening a workflow version, the dialog box says "Loading..." on the screen that loops on the browser. Symptoms .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } A possible cause is that the ActivityTreeProcessor is attempting to fetch the workflow sys_id to open this record. You should see the system log below when opening a workflow:

05/29/15 14:55:05 (677) #347222 /xmlhttp.do Parameters ------------------------- sysparm_want_session_messages=true sysparm_processor=com.glideapp.workflow.ui.WorkflowActivityTreeProcessor data= method=getTreeNodes workflow=8df57ff15340310035c6f745911c08eb sysparm_scope=global Notice that in the log messages above, the workflow record has a sys_id value stored. The sys_id value is stored as the value of the wf_workflow_version being opened. This is used to identify which workflow version is required to be shown in the workflow editor.

If you are unable to open or create a workflow version, here is what you would see in the system log:

2015-05-29 00:00:00 (312) Default-thread-165 #540229 /xmlhttp.do Parameters ------------------------- sysparm_processor=com.glideapp.workflow.ui.ActivityTreeProcessor data= method=getTreeNodes workflow= 2015-05-29 00:00:00 (314) Default-thread-165 WARNING *** WARNING *** Get for non-existent record: wf_workflow_version:, initializing 2015-05-29 00:00:00 (394) Default-thread-165 #540229 /xmlhttp.do -- total transaction time: 0:00:00.088, total wait time: 0:00:00.000 In the system log above, the "workflow=" does not contain a sys_id. Because the sys_id of the workflow version is blank, the system is unable to identify which workflow version record to open, and therefore the symptoms listed above occur. Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } N/A

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } 1 - Ensure the processor does not have the same parameter name as a ServiceNow Database column name. This can interfere with the WorkflowDiagramProcessor and ActivityTreeProcessor processors that can prevent Workflow Version records from being opened. To view processors defined in the ServiceNow platform, go to System Definition > Processors.

2 - Ensure the processor does not contain the function process(). This function is used within other processes that generate the workflow editor.

3 - Check for any scripts in System UI > UI scripts that reference "workflow". Sometimes these scripts can interfere with the workflow editor functionality.