ServiceDesk Calendar does not show events

Products

• ServiceDesk

Issue/Introduction

The customer noticed that events on his ServiceDesk Calendar are no longer displayed:

Before this issue started to happen, this is how the calendar used to display its events:

No changes regarding permissions with the account used nor issues connecting to the database. The "CalendarEntry" table seems to have all those events present.

 

Environment

ServiceDesk 8.5 RU4, 8.6
Workflow 8.5 RU4, 8.6

Cause

Querying the database under the "CalendarEntry" table, the customer had approximately 18000 calendar entries.

In the background process when loading the Calendar page, it was noticed a HTTP error 500 with no extra exception logs anywhere (only JS debugger showed the real exception message) .

 

The root cause is that .NET JsonSerializer by default limits the response length to 4MB 

https://forums.asp.net/t/1697754.aspx?what+is+maxJsonLength+in+jsonSerialization+

Resolution

Try the following to resolve the issue:

1. Increase response size on calendar page. To increase the allowed response size the following section needs to be added into C:\Program Files\Symantec\Workflow\ProcessManager\web.config 

The value below stands for maxInt which is about 2GB and cannot be greater

<system.web.extensions>

    <scripting>

        <webServices>

            <jsonSerialization maxJsonLength="2147483647"/>

        </webServices> 

    </scripting>

</system.web.extensions>

 The section should be placed under the root <configuration> section

2. Then restart IIS.