Problem tickets cannot be created from within an incident context menu

nameisnani · ‎06-25-2025

Hi Team ,

can anyone please help me on this issue .

From within an incident - Create Problem does not working - Refer attached

why this is happening , could anyone please help me on this .

Thanks

Ankur Bawiskar · ‎06-26-2025

@nameisnani

you are aborting the insert/update if group is not your group sysId

When problem is created via that button from Incident at that time of insertion assignment group is empty and the IF condition will match.

Update your BR script as this so that it checks if group is not empty

(function executeRule(current, previous /*null when async*/ ) {
    // Replace 'Problem Manager Group' with the sys_id of the actual Problem Manager group
    var problemManagerGroupSysId = '19d892ee873c0d50158285d50cbb356a';

    // Check if the assignment group is not the Problem Manager Group
    if (current.assignment_group != problemManagerGroupSysId && current.assignment_group != '') {
        gs.addErrorMessage('Please note, any problem record should be assigned to Problem_Manager ONLY.');
        current.setAbortAction(true); // Prevent the record from being saved
    }
})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

nameisnani · ‎06-26-2025

@Nishant8

could you please provide complete sloution , for my better underrstanding

nameisnani · ‎06-26-2025

@Nishant8

could you please provide - complete script .

corrected script

Nishant8 · ‎06-26-2025

Hello @nameisnani, Apparently, there is a restriction in place to ensure that a PRB can be created only when it is assigned to the 'Problem_Manager' group. Hardcoding the sysID in the Business Rule (BR) is not a good idea, as it might not work when the BR is moved across different environments etc.

As I'm not completely aware of the situation at your place, for now, I'll suggest you to verify:

- whether 'Problem_Manager' is existing in your environment and if so, copy its SydID and replace here in your BR.

- But, if Group is not existing, then create new one and then replace the same here.

- Assign the problem to Problem_Manager group

//var problemManagerGroupSysId = '19d892ee873c0d50158285d50cbb356a';
var problemManagerGroupSysId = '<replace new Sys ID>';

we can discuss the better approaches than hard coding the SydID separately.

Regards,

Nishant

nameisnani · ‎06-26-2025

@Nishant8

That group is avaialble in instance

I request you to please provide Script .

As mentioned in the script group is active and sys id also same

Nishant8 · ‎06-26-2025

Hello @nameisnani, ok, could you please try to use below script and share the outcome?

(function executeRule(current, previous /*null when async*/ ) {

    var problemManagerGroupSysId = '19d892ee873c0d50158285d50cbb356a';
    current.assignment_group = problemManagerGroupSysId;

})(current, previous);

Regards,

Nishant