Not able to close problem records

[Raviteja K]

Assigned person not able to   close problem record, in spite related problem tasks are closed complete.

[Chuck Tomasi]

Hi,

I need a little more information on your process and how you have the system configured to offer any advice.

Q: Does the person normally press a button to close the problem when all problem tasks are complete?

Q: Do they normally change the state and save?

Q: Are you using a business rule to check for the last problem task to auto-complete the problem?

What is the expected result/objective/process and what are you not seeing?

Screenshots are always appreciated.

Thank you

[Pradeep Sharma]

Hi Raviteja,

Any error on the screen. Please check if there are any BR/Client script which is handling validation on your instance.

If all fields are read only then there might be ACL which is enforced. Please enable ACL debugger to check more on this.

Using Access Control Rules - ServiceNow Wiki

If this doesn't help, please share screenshot of your problem.

[Raviteja K]

hi pradeep / chuck tomasi

one particular group is only having the access to close the problem ticket in our instance. UI actions has been written with a button called close complete, when it is clicked, a script behind the close complete button will check for related tasks whether they are closed or not and change the status of problem state to closed and update the work log. Here the problem is work log is being created stating status changed to close complete, but problem state field value is not getting updated.

Can't post screen shots due to violation issue. Thanks for understanding and reply

[Pradeep Sharma]

Hi Ravi,

Thanks for the additional information. Can you please share your code if possible.