Problem tickets cannot be created from within an incident context menu

nameisnani
Mega Sage

Hi Team ,

 

can anyone please help me on this issue .

 

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

 

nameisnani_0-1750920666985.png

 

 

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

 

Thanks

1 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.

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

View solution in original post

20 REPLIES 20

@nameisnani 

you should check if the group is not empty then only abort

when you create new PRB at that time group will be empty, so your IF condition was getting satisfied and hence it was stopping the insertion

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