Change Request Form Frozen or Not Fully Loading Issue <!-- /*NS Branding Styles*/ --> .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 change request form is frozen or does not fully load. The top portion of the form renders (header and fields) but the related tabs and sections below appear empty and the form never completes loading. Other change requests of the same type load without issues. The problem is isolated to one or a few specific records.Note: This KB covers one specific scenario for a frozen change request form. There may be other causes for similar symptoms that are not covered here. Release<!-- /*NS Branding Styles*/ --> .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: ; } } All Versions Cause<!-- /*NS Branding Styles*/ --> .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: ; } } The form freeze is caused by corrupted data in the sc_multi_row_question_answer table, which stores data for Multi Row Variable Sets (MRVS) associated with change requests created through record producers. When a Multi Row Variable Set has a row where one or more expected column entries are missing, the Jelly rendering engine attempts to read a null cell value during form rendering and throws the error:<g2:render_component> Cannot invoke "com.glide.catalog.component.variables.models.table.api.ITableVariableCellNode.getNodeValue()" because "cell" is null This halts form rendering, resulting in an incomplete page load. How to Identify: 1. Server-side logs (localhost transaction logs): The form load transaction for the affected change will show: - Multiple GlideRecord warnings: "Get for non-existent record: item_option_new:[sys_id], initializing" - GlideJellyContext ERROR: "<g2:render_component> Cannot invoke ITableVariableCellNode.getNodeValue() because cell is null" 2. HAR trace (browser network recording): - The form response for the affected change will be significantly smaller than a working change (e.g. 246 KB vs 3.49 MB). This indicates the server returned an incomplete HTML response because the rendering failed partway through. - Post-form requests that normally fire after the form loads (deferred related lists, conflict_list, xmlhttp, cmdbHealth, angular calls) will be absent in the affected change. A working change will show all of these requests completing. 3. Browser console: - The affected change will NOT show the "form rendered" log message, will not fire onLoad client scripts (e.g. "Run Risk Assessment", "Show/hide CAB Date fields"), and will not reach the "runAfterAllLoaded" or "ui_policy loaded" events. 4. Locate the corrupted data: Query the sc_multi_row_question_answer table filtered by the parent_id sys_id of the affected change request) and group by row_index- SC Item Option: the reference to the variable definition; if this is empty, it may indicate a missing or orphaned variable- Value: the stored value for that column; null values are normal for optional fields, but a completely missing row entry (no record at all for a column) should not Resolution<!-- /*NS Branding Styles*/ --> .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: ; } } Delete the corrupted row(s) from the sc_multi_row_question_answer table. Remove all entries under the affected row_index for the specific parent_id. Do not delete rows with valid data (rows where all expected column entries are present). After removing the corrupted row(s), the change request form should load normally.Additional Notes:- The change_request XML export does not include sc_multi_row_question_answer data, so exporting and re-importing the record will not resolve the issue.- This issue is record-specific. Other changes of the same type with properly populated MRVS data will not be affected.- Removing field values such as Configuration Item or Implementation Group from the affected record will not resolve the issue since the cause is in the variable data, not in standard change fields.