Stored Query results in 404 error

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

We create a store query to list the cases that meet the conditions we require, then we implement the node in the score board and we see that it works correctly, but it happens that when the cases are listed in two sheets, when clicking on the next tab upload a 404 error message.

We see with the F12 option of the browser that the URL that returns is the following:

When clicking on second page of results of stored query SDM reports:

Server Error

404 - File or Directory Not Found

Environment

Release : 17.3

Component : SDM - xFlow

Cause

Suspect a problematic case is causing this error

Resolution

If the stored query has many clauses, then start with a basic statement then slowly add clauses until you see the error occur

Once you see the error occur, you know the problematic case is in the new results since the last successful test.

Investigate the cases in those results for possible corruption.

Additional Information

Issue may arise if the stored query where clause is extremely lengthy, which can happen for instance where there is an IN clause in play, ie: 

field1 IN ('XXXX1', 'XXXX2', 'XXXX3', 'XXXX4', 'XXXX5', 'XXXX6', 'XXXX7', 'XXXX8', 'XXXX9', 'XXXX10', 'XXXX11', 'XXXX12', 'XXXX13', 'XXXX14', 'XXXX15', 'XXXX16', 'XXXX17', 'XXXX18', ) 

The given URL that is generated may be longer than the established 2048 character limit for a URL as some stored queries may embed their parameters into the URL and certain characters may also be converted to longer character strings. 

While a given stored query where clause may read as this:

field1 = 'abc def'

The above parameter will be written in the potential URL as:

field1%20%3D%20%27abc%20def%27

The single space, equal sign, and single quote characters are all replaced with ASCII Encoding equivalents, which makes the original 18 character count in the stored query where clause balloon into a 30 character count in the URL.

It is important to ask oneself what is the original purpose of the given stored query, if it would make better sense to provide the content of the stored query in a report, or if the stored query could be broken up into separate stored query entries.