Error while executing "ServiceNow - Update Entity"

Products

• CA Release Automation - Release Operations Center (Nolio)

Issue/Introduction

Process gets stalled while executing action "ServiceNow - Update Entity". Parameter values passed to the action look fine. However, everytime we run this process it gets stuck on this action. Looking at the action response/results shows:

Description: Cannot perform operation: Internal Server Error
Request details:
username: <userid>, instance: https://servicenow-url.com, table: sc_req_item, field: <field name>, etc....

Environment

Release : 6.7

Component : CA RELEASE AUTOMATION ACTION PACK

Resolution

The error is coming from ServiceNow. It is essential to work with your ServiceNow admin/team while the problem is occurring - preferably in a lower environment as this will help reduce unrelated noise while they are diagnosing the problem.