Hi @MS17 ,
The info message "A new request REQ0010241 is created. You can opt to close the existing UR0010272 if it is no longer required." is likely coming from a UI Action, UI Policy, or a system message from a Workflow or Business Rule.
Since you have already checked Business Rules and Script Includes, I suggest the following steps:
1. Check UI Actions
- Navigate to System Definition > UI Actions.
- Search for UI Actions related to "Create Request" or "Universal Request".
- Look for any scripts that generate this message and disable or modify them.
2. Check Workflow Notifications & System Messages
- If the request creation is part of a Workflow, check Flow Designer or Legacy Workflows for any script adding this message.
- Navigate to System UI > Messages and search for the message text.
- Modify or remove it if necessary.
3. Check Client Scripts or UI Policies
- Navigate to System Definition > Client Scripts.
- Search for any scripts associated with Universal Request or Request Creation.
- Also, check UI Policies that may be responsible for displaying messages.
4. Check ‘addInfoMessage’ in Server-Side Scripts
- Since this is an info message, it could be set using:
gs.addInfoMessage("A new request REQ0010241 is created. You can opt to close the existing UR0010272 if it is no longer required.");
- Run a global script search (if you have admin rights):
- Go to System Definition > Scripts - Background.
- Run the following script:
var gr = new GlideRecord('sys_script'); gr.addQuery('script', 'CONTAINS', 'addInfoMessage'); gr.query(); while (gr.next()) { gs.print(gr.name + " - " + gr.script); }
- This will return scripts using addInfoMessage(). If found, modify or disable it.
5. Check Process Automation / Flow Designer
- If your instance uses Flow Designer, open Process Automation > Flow Designer.
- Look for any flow related to Universal Request creation.
- If a notification or message step exists, disable or modify it.
Try these steps, and let me know if you find the source of the message!
@MS17 ✅ If this helps, mark it as Helpful & Correct!
