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Unable to retrieve ID for work item

Robin_Waarsenburg

Robin_Waarsenburg Customer IT Monkey ✭

January 2018 in Self-Service Portal - Community

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?

0

Best Answer

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James_Atance Cireson Support Advanced IT Monkey ✭✭✭

January 2018 Answer ✓

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#/

5

Answers

Options
James_Atance Cireson Support Advanced IT Monkey ✭✭✭

January 2018 Answer ✓

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#/

5

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