Resolve Dialog box not displaying on Service Operations Workspace

[Danelle Lee]

Hi All,

We would like the popup box (like the one mentioned in this post (https://www.servicenow.com/community/service-operations-workspace/sow-incident-resolve-dialog-box/m-...) to display on our SOW. I cant seem to figure out why its not displaying this pop-up when incidents are being resolved. Our SOW is on the latest version. Can someone please let me know where I can check to see if its configured properly or if I need to create a custom UI action and script to get this to work? Any help/advice would be appreciated 🙂

Thank you 🙂

[raj chavan]

Hi @Danelle Lee 
to Verify you can 
Navigate to UI Action-  System Definition > UI Actions and search for the Resolve Incident action associated with the incident table.

Check Condition-  ensure the condition for the UI Action matches your requirements (e.g current.state == 6 for the "Resolved" state).

Script check- verify if the action.setRedirectURL() method is used as this is critical,

[Danelle Lee]

Hi @raj chavan 

Condition is  - (current.incident_state != IncidentState.CLOSED && current.incident_state != IncidentState.RESOLVED) && (gs.hasRole("itil") || gs.hasRole("itil_admin") || current.caller_id == gs.getUserID())

Script does not contain a 'action.setRedirectURL()' method. I just assumed there would be something set up OOB already that would be utilized for this. Do I need to have a lengthy script for this to work?

This is the current Workspace client script in place for the resolve UI Action:

function onClick(g_form) {

    //Set the 'Incident state' and 'State' values to 'Resolved', and display mandatory fields

    g_form.setValue('incident_state', 6);

    g_form.setValue('state', 6);

    g_form.setValue('resolved_by', g_user.userID);

    // Check Closure Notes, assignment group and Category are filled

    if (g_form.getValue('u_sub_sub_category') == '' || g_form.getValue('close_notes') == ''|| g_form.getValue('assignment_group') == '') {

        alert("Please fill in all mandatory fields (Assignment Group, Closure Category and Closure Notes)");

    } 

    else {

      g_form.submit(g_form.getActionName());

g_form.save();

        g_aw.closeRecord();

        window.close();

}

[Ankur Bawiskar]

@Danelle Lee 

is this an OOB UI action?

[Danelle Lee]

I assumed it was (see comments above)