Error: 'There is an error in XML document (1, 1)' when trying to launch an Incident from a Query

Version 6

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.x



    Query has been created on the 'Incident Incident' Object. When you try to launch any Incident from this particular Query you are getting error mesage: 'There is an error in XML document (1, 1)'


    xml error.JPG




    The launch option for the Query has been set to 'Using data from' Incident Incident Object.

    But since the actual Incidents, both Parent and Child are still on the Incident Object, there is nothing to launch from the Incident Incident Object and you will therefore see this error message.


    To solve, open the Incident up to modify and go to the General Settings.

    In the "Launch Action" box, set the 'Using data from' to either Child or Parent


    launch settings.JPG



    Please note that there is a problem with setting this option to Child. If saving the Query with this set to "Child", it will automatically revert to "Parent". This has been logged as problem 4448. If you are experiencing this problem, please log this with your support provider refering to problem number: 4448.


    Please note that the Parent and Child may not be part of the drop-down list, then as written in small letters underneath the box "Using data from", you can drag-and-drop the attribute "Child" or "Parent" within the box and get it in.