Creating an ATF to Resolved an Incident - Issues With UI Action

[jmiskey]

So, I am creating an ATF Test where I submit an Incident via the Service Portal, and then also pick it up on the back-end and work it through to completion in ServiceNow.  I am almost through it, but am having issues with the last step. 

When working it ServiceNow, it should be populating the Assigned To and Work Notes field, and then clicking the "Resolve" Incident UI Action button.  Here is what my steps look like:

The first nine steps work fine, but I am getting an error on the last step.  The error says:

FAILURE: Cannot submit 'incident' form. There is no form currently open. See screenshot

That is odd, because step 7 opens the form, and I am able to succressfully update it in step 9.  So I thought maybe I need to re-open it, so I tried re-opening it by repeating step 7 again before step 10.  But when I tried doing that, my last step still failed, but this time the error said:

FAILURE: Browser failed to submit 'incident' form to server when clicking UI Action 'Resolve Incident'. See screenshot

Any idea on what I am doing wrong?  How can I get it to submit the Incident by clicking on the "Resolve Incident" button?

Thanks.

[Ankur Bawiskar]

Hi,

Did you check the screenshot whether the button is visible on the form/record that would help.

Also you can try opening the record again using open existing record step

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[jmiskey]

[quote]Did you check the screenshot whether the button is visible on the form/record that would help.[/quote]

Yes, I can see the "Resolve Incident" button on that screen shoot.  However, that exposed an interesting thing.  It shows the required "Work Notes" field as being unpopulated, even though the "Work Notes" field is being updated in the previous step (Step 9).

Why would that not be reflected as being updated?

[Ankur Bawiskar]

Hi,

I believe when the UI action is clicked it requires value in the field. Since you are already updating in previous step it won't find that

use step 9 as set field values to set the assigned to and work notes; don't save the record

and then use click UI action step

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[jmiskey]

So, I tried replacing the "Record Update" step (step 9) with a "Set Field Values" step to set the "Assigned To" and "Work Notes" field values, but when I tried that, I get the following error messages:

It appears to think that maybe I am trying to add a new record, instead of editing the one I opened in Step 7, and may be looking for me to set other required field values?

How do I get it to update the record I queried and opened in step #7, that already has those other fields already populated?