"Attempt to de-reference a null object" rule error

Hi Lauren,

We've submitted this question directly to Support; the ticket number 6160.  Someone will follow up with you soon.

Thanks,

Dave Derington

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Steve Davis, Nov 17, 9:21 AM

Request #6161 "Rule is partially failing" was closed and merged into this request. Last comment in request #6161:

I have a scorecard measure running that has failures but the error log isn't giving me clues other than "Attempt to de-reference a null object". The rule has 5 actions and the last one accounts for if the total is null so I'm not sure why that would fail. The error is also occurring on the first action and not the last where i would be less surprised that it is has an error that references nulls.

Attachment(s):

filter for rule.png - https://support.gainsight.com/attachm... for rule.png

Action with error.png - https://support.gainsight.com/attachm... with error.png

Copy of Scorecard_-_Engagement_Data.xlsx - https://support.gainsight.com/attachm... of Scorecard_-_Engagement_Data.xlsx

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Steve Davis, Nov 17, 10:34 AM

Lauren,

I have done some troubleshooting on this ticket. Unfortunately, the "attempt to de-reference a null object" is a pretty vauge error message. Usually it comes down to a permissions issue, but it appears that you have System Administrator access. I am going to send up to engineering to review.

Thanks,

Steve Davis

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Steve Davis, Nov 18, 9:56 AM

Lauren,

Can you forward me over the spreadsheet for the run I just ran. I want to confirm that I fixed the issue before I explain what happened. :)

Thanks,

Steve Davis

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Steve Davis, Nov 18, 10:01 AM

Lauren,

We have isolated what is causing this error.

It appears that you used to have the Color scheme for scoring and later you have changed it to a grading scheme. When you change the scheme we will automatically update the customer info and scorecard fact objects. However, it seems that it was changed back and forth before the previous scheme could fully update. There are a few records here that were still showing old values. I corrected them for you (see screenshot) and re-ran the rule. I don't need the spreadsheet because I spot checked the accounts to ensure they updated properly. The rule log is showing a full Pass with no failures as well.

Does this resolve the issue for you or did you have any other questions for me about this?

Thanks,

Steve Davis

Attachment(s):

Screen Shot 2015-11-18 at 5.28.14 pm.png - https://support.gainsight.com/attachm... Shot 2015-11-18 at 5.28.14 pm.png

Snip20151118_135.png - https://support.gainsight.com/attachm...

Snip20151118_136.png - https://support.gainsight.com/attachm...

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Steve Davis, Nov 19, 10:16 AM

Hello Lauren,

Just wondering if you've had a chance to review the latest update on this ticket?

If you'd like to provide an update, or require more time to work through my latest comment, simply reply to this email and let me know.

If I don't hear back from you I'll reach out again in the next few days.

Thanks,

Steve Davis

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Steve Davis, Nov 23, 10:12 AM

Hello Lauren,

Since I haven't heard back from you in some time I am going to assume you have everything you need and will mark this ticket as solved.

If you'd like to re-open this ticket to provide an update, or require more time to work through our latest comment, simply reply to this email and let us know.

Thanks,

Steve Davis