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06-25-2025 11:52 PM
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
Solved! Go to Solution.
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06-26-2025 06:00 AM
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
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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06-26-2025 05:17 AM
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06-26-2025 07:32 AM
Hello @nameisnani, Good to see that you have got the problem resolved.
My script didn't work since you didn't use the complete method rather just adjusted in your own script.
Basically, you seemed to be restricting the problem if assigned group is not Problem_Manager, and in my script I just ensured that problem is created with the same group since at the time of creation, problem assigned group remains blank.
anyways cheers!!!
Regards,
Nishant
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06-26-2025 10:18 PM
The issue with your Business Rule (BR) is that it's blocking the creation of Problem records unless the assignment_group is exactly equal to the Problem Manager group. But when you create a Problem from an Incident via context menu, the assignment_group may be empty or default—not yet set—causing the BR to abort the creation.
🔍 Problem:
if (current.assignment_group != problemManagerGroupSysId)
This condition fails (and blocks creation) even when assignment_group is empty, which it likely is during initial creation.
✅ Fix:
Allow record creation and only enforce the rule when assignment_group is not empty:
(function executeRule(current, previous) { var problemManagerGroupSysId = '19d892ee873c0d50158285d50cbb356a'; // Only enforce if assignment_group is populated if (!gs.nil(current.assignment_group) && current.assignment_group != problemManagerGroupSysId) { gs.addErrorMessage('Please note, any problem record should be assigned to Problem_Manager ONLY.'); current.setAbortAction(true); } })(current, previous);
Optional: Make it a before insert/update rule on the problem table only.
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07-01-2025 11:02 PM
@nameisnani Please accept my solution and give helpful if you found it useful.
Thanks and regards
Nitya Bansal
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06-26-2025 01:00 AM
Hi @nameisnani
Are you assigning the Problem (PRB) to someone who doesn't have the Problem Manager role? If so, that’s an issue. I believe there’s a Business Rule in place that enforces a condition requiring the PRB to be assigned to someone with the Problem Manager role.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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