Unable to retrieve ID for work item

Robin_Waarsenburg

I have a user who gets an error message upon opening his Incident in the portal. It says:

Failed

The item you requested either does not exist or you do not have access to view it.

Looking into the webconsole log file, I find a few entries every now and again with the error message as in the title:

2018-01-29 14:57:37,613, ERROR [  48]:  Unable to retrieve ID for work item: I702456
2018-01-29 15:45:53,899, ERROR [  59]:  Unable to retrieve ID for work item: AR702261
2018-01-29 16:39:05,790, ERROR [  89]:  Unable to retrieve ID for work item: I702112

Sometimes it doesn't occur for a few days, but when it does occur, there's always multiple entries in one day. What causes this? How to prevent this?

James_Atance

Hey Robin,

Have you tried to re-sync the DB with the CacheBuilder? 

Stop the CacheBuilder and then run the following SQL queries against the ServiceManagement DB:

   TRUNCATE TABLE LastModified

Restart the CacheBuilder

More information about this can be found here:

https://support.cireson.com/KnowledgeBase/View/1142#/

James_Atance

Hey Robin,

Have you tried to re-sync the DB with the CacheBuilder? 

Stop the CacheBuilder and then run the following SQL queries against the ServiceManagement DB:

   TRUNCATE TABLE LastModified

Restart the CacheBuilder

More information about this can be found here:

https://support.cireson.com/KnowledgeBase/View/1142#/