Clarity: SER-0104: The hierarchy was not retrieved.

Document ID : KB000051188
Last Modified Date : 01/02/2019
Show Technical Document Details
Issue:

Steps to Reproduce:

Login to Clarity

Main Application -> Portfolio Management: Projects -> select a project for editing.

Click 'Hierarchy' tab -> Financial Rollup (or Effort Rollup).

Click 'Configure' in the [--Actions--] pull-down menu.

Select ALL 'Available Columns' and move them to 'Selected Columns' section.

Click 'Save and Exit' button.

Expected result: Modification to configuration should be saved and not generate an error.

Actual result: Error message is returned and the [--Actions--] pull-down is no longer available.
Error Message: SER-0104: The hierarchy was not retrieved.

Cause:
If you add all available columns to the Hierarchy list configuration via the Actions configuration list on the Hierarchy tab in a project, "SER-0104: The hierarchy was not retrieved" error message is returned and the Actions pull-down is no longer available.
Resolution:
Login as another user in a new browser window on the same machine.

Main Application -> Portfolio Management: Projects -> select a project for editing.

Click 'Hierarchy' tab -> Financial Rollup (or Effort Rollup).

Click 'Configure' in the [--Actions--] pull-down menu.

Copy the URL into clipboard.

Navigate back to the other user's browser window.

Paste the url into the browser of the user where this issue exists. This gives us the configure view.

Click 'General' subpage link.

Click 'Restore defaults' button, click 'Yes' button.
Additional Information:
In order to restore the defaults on Clarity PPM 13 or higher, please see:

https://communities.ca.com/thread/99943007#99959727