Incidents are being created without Short Description field?

[The Matrix]

Hi All,

We have encountered the issue in our system, that incidents are being created without Short Description field as it is a mandatory field. Has anybody encountered such a scenario before? Could someone please help me in understanding the root cause and workaround for this issue?

Thanks

[Nawal Singh]

Hi @The Matrix ,

Please review below article- 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0824024

If you found my response helpful, please mark it as helpful and accept it as the solution.

Thank you
Nawal Singh

[Ankur Bawiskar]

@The Matrix 

you need to replicate this issue and then debug.

did you check how that INC was created? from inbound email, from portal, from workspace or from native?

[Bhimashankar H]

Hi @The Matrix ,

For this there may be reason like session idle/session expire this is documented.

Bypassing the UI validation those record are getting created by API/integration, flows.

Check the incident creation logs are who is creating such incident, I doubt from integration probably.

Refer the below:

Incident form validation issue allows ticket to get submitted without values in mandatory fields 

Incident submitted without filling mandatory fields 

Thanks,
Bhimashankar H

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If my response points you in the right directions, please consider marking it as 'Helpful' & 'Correct'. Thanks!

[Sarthak Kashyap]

Hi @The Matrix ,

Please check below points: 

1. Incident created through inbound email and the email subject is empty
2. Integrations / APIs inserting Incidents without passing Short Description
3. Background scripts, Business Rules, or Flow actions creating records without setting the field
4. Data Policy not enforcing mandatory on non-UI transactions (e.g., “Ignore on import” checked)

Please mark my answer correct and helpful if this works for you

Thanks and Regards

Sarthak