Problem tickets cannot be created from within an incident context menu

[nameisnani]

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

[Dr Atul G- LNG]

Hi @nameisnani 

Did you this?

[Ankur Bawiskar]

@nameisnani 

What's your business requirement?

what's not working as expected?

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

[nameisnani]

Hi @Ankur Bawiskar 

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

what was the issue in the BR . Please help me 

After making Inactive this BR , from the incident context menu , we can able to create prb record . 

but we need this BR also

(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) {
        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);

could you please help me here

[Ankur Bawiskar · Accepted solution]

@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.

[nameisnani]

@Ankur Bawiskar  

Thank you so much , what was the issue . here