m.vandun Posted October 21, 2016 Share Posted October 21, 2016 Hi, As of today we suddenly get the error below. We are unable to open the ongoing request. Please help how to resolve this as this is an ongoing project. Mark Link to comment Share on other sites More sharing options...
Victor Posted October 21, 2016 Share Posted October 21, 2016 @m.vandun seems to be isolated to this request. Looking into this... Link to comment Share on other sites More sharing options...
Victor Posted October 21, 2016 Share Posted October 21, 2016 @m.vandun we identified the issue, seems this is caused by the service catalog item on this request which does not exist anymore... Did you remove "Project Planning" catalog item for service requests on "Swyx Hosted" service recently? We working to enable additional checks in the code if the above assumption is correct. Link to comment Share on other sites More sharing options...
m.vandun Posted October 21, 2016 Author Share Posted October 21, 2016 Hi @Victor, Not that i'm aware of. We did archive this item. It is still in my list but then as archived, I did this already a few weeks ago. Up untill today we were able to open this request. Mark Link to comment Share on other sites More sharing options...
Victor Posted October 21, 2016 Share Posted October 21, 2016 @m.vandun I fixed this request temporarily, so you should be able to access and progress it. We are still looking to see why and how this happened... My investigation so far shows that the request record was pointing to a catalog id that simply does not exist.. so my theory that maybe the catalog item was deleted... the catalog item on request record does not match the id from the catalog item you highlighted (the retired one)... Link to comment Share on other sites More sharing options...
m.vandun Posted October 21, 2016 Author Share Posted October 21, 2016 @Victor, We're able to open the request again. Thanks for the fast service. Could it have something to do with the custom fields? I noticed that a few fields were changed after an update. I changed these today so they were as intended again. Link to comment Share on other sites More sharing options...
Victor Posted October 21, 2016 Share Posted October 21, 2016 @m.vandun no, is nothing related to custom fields... maybe related to services and catalog items but we (dev team) now looking to confirm what exactly was/is the issue. Link to comment Share on other sites More sharing options...
Hornbill Staff DR Posted November 3, 2016 Share Posted November 3, 2016 To conclude this thread, this particular occurrence of the error that prevented the request from loading, was due to the catalog item against which the request had been raised being deleted. Better error handling has been introduced to deal with the situation where catalog items have been deleted in the upcoming service manager release due early next week.  Link to comment Share on other sites More sharing options...
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