IT Service Intelligence (ITSI) NEAP preview fails to load when there are too many events

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Updated:September 29, 2026
Document ID:SPLK047754

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Applicability

ITSI with the NEAP preview page. If after picking the timerange, the preview panel stays empty, and a console error is produced. The issue has been observed around versions 4.19, but may pre-date those versions.

Description

The rendering UI issue occurs when the number of Episodes rendered in the preview by the NEAP is too high.
The exact number of not defined, because that number of factor of the number of Notables in the sample in the timerange, but also of the NEAP grouping logic. By example a NEAP could generate 1 Episode for each Notable, or group N notables per Episode.


Investigation

A hint of the issue is when you look for the Web Browser webdevelopper console, see if you see the error like :

Uncaught TypeError: Cannot read properties of undefined (reading 'toUpperCase')  at notable_event_aggregation_policy_detail_view.js

Another approach is to look in the job inspector and find the preview search, and run it, to check the number of Episodes generated.
Usually the search works in the regular search page, as it does not have the same rendering method.


Resolution

Workaround :

The goal is to reduce the number of Episodes to render, by reducing the number of Notable in the sample.

  • If your preview timerange is wide, over several days, and return many notables.
    • try to reduce it to only one day. (the timepicker smaller range is 1 day)
  • Otherwise, you can reduce the preview sample size, 
    • In the UI, go to Settings > Advanced Search > Macro and edit the macro neap_preview_event_limit. 
    • The default value in ITSI 4.19 is 10000, change it to 1000 first to test
    • The retry to load the preview, then you can adjust the limit as needed.

Revision History

Revision Publish Date Comments
1.0
29-Sep-2026
Initial Release

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