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

mitzaka
Mega Guru

‎07-06-2017 04:59 AM

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).

Screen Shot 2017-07-06 at 2.58.16 PM.png

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!

Preview file
97 KB
0 Helpfuls
  • 1,191 Views
6 REPLIES 6

nickt110
Kilo Explorer
In response to mitzaka

‎07-24-2017 06:34 AM

Thank you. — Yes that's what flagged it to us in Helsinki. We are preparing to implement Jakarta in the near future, so I have added this issue to our register of things to bear in mind for that.



Nick Thompson


Product Specialist


Funding Agencies Shared Services Team


0 Helpfuls

DaSmith9
Tera Expert

‎08-29-2017 12:45 PM

I was researching the same thing, the Business Rule "Clear Resolved fields", and here is what I found:



https://hi.service-now.com/kb_view.do?sysparm_article=KB0622353https://hi.service-now.com/kb_view.do?sysparm_article=KB0622353



Related to PRB756822, Looks like this was introduced in Helsinki Patch 11, Istanbul Patch 4 and Jakarta per the KB.



From the Helsinki Patch 11 release notes


https://docs.servicenow.com/bundle/helsinki-release-notes/page/release-notes/r_Helsinki-Patch-11.htm...



Incident Management


PRB756822


KB0622353


IncidentWhen a resolved incident is reopened, the Resolved By and Resolved fields are not cleared or updated

When an incident is resolved for the first time, the 'Resolved' and 'Resolved by' fields are populated.


If the incident is reopened, these fields do not get cleared. Then, when the incident is once again moved to the 'Resolved' state, the original 'Resolved' and 'Resolved by' values still persist. These fields are not updated with new values.


Refer to the listed Known Error KB article for details.



Hope the extra info helps.



Thanks,


Daniel


0 Helpfuls