Tip of the day: beware of a new 'Clear Resolve Fields' business rule introduced in Istanbul and Jakarta

[mitzaka]

Hey guys,

Something which drove me nuts today as I was testing Jakarta on our Sandbox instance. (we are migrating from Helsinki to Jakarta now) and this is why I probably did not run into this earlier.

So I went ahead to test our incident management workflow and I ended up with all kinds of weird behavior - close notes would disappear, reset, resolution codes would act crazy...!?

And then I came upon the discovery of a newly introduced OOTB business rule (ever since Istanbul I guess) called 'Clear Resolve Fields' which is basically destructing all the custom logic we have in our incident management process (step of customer confirmation, custom templates for closure notes, etc. - I am sure some of you have similar stuff).

I deactivated that business rule and I am back to business and sanity:)

So just wanted to give a heads-up! Have a sunny weekend!

[JK1]

Hey Mitko,

haven't tested with Jakarta yet as we are aiming to upgrade to Istanbul. Although, if it was up to me only, I would go to Jakarta for sure - we are on H as well.

Will have in mind this strange BR as we use those fields.

Thanks!

Joro

[mitzaka]

jorro - if you have not yet started your upgrade process to Istanbul, I would advise to give it a second thought and move straight to Jakarta. We are now on an early access programme and have it available already, but it will very soon be out generally. If not for anything else, there is one reason I need to highlight why I would skip Istanbul and go to Jakarta directly - the overall performance on the whole platform is much much improved - claimed by ServiceNow lists load 37% faster and forms 25% - I can confirm that by just saying IT'S REALLY FASTER!

[nickt110]

We are still on Helsinki, and have noticed this rule has been added in the last Maintenance Patch (which we applied last week) - I've had a look, and it doesn't appear to have been highlighted in the Patch notes, which means we only found out about it once our Service Desk noticed it.

[mitzaka]

Yeah, but have in mind that in Istanbul and Jakarta is it enabled by default and it does mess up your existing logic in the incident management process (if it's different from the OOTB one, which I think is very likely in 90% of the cases).