ServiceNow short description changes when state changes

Community Alums
Not applicable

‎11-19-2024 08:31 PM

Hi

 

This is an intermittent issue, where short description and customer changes when assignee changes state to 'Waiting for Approval'. Also this short description which changes into is of an old closed case. It's only happening to a single user

Any guidance on how to troubleshoot?

 

Thanks

Bimsari

 

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2 REPLIES 2

Ravi Chandra_K
Kilo Patron
Kilo Patron

‎11-19-2024 08:41 PM

Hello @Community Alums 

Check for on Change Client scripts on the Table or Update Business Rules. (It could be a BR most probably based on the scenario).

Since this is a reproducible issue, impersonate the user and You can enable Debug BR or Script tracer to know which scripts running.

Please mark the answer as helpful and correct if helped.

Kind regards,

Ravi Chandra 

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Runjay Patel
Giga Sage

‎11-19-2024 09:14 PM

Hi @Community Alums ,

 

This issue occur due to a customization or misconfigured script triggered during the state transition. Check audit history and do debugging to find the root cause.

 

Use background script to check

var gr = new GlideRecord('sys_update_xml');
gr.addQuery('target_name', 'incident'); 
gr.addQuery('field_name', 'short_description'); 
gr.orderByDesc('sys_created_on');
gr.query();
while (gr.next()) {
    gs.print('Updated by: ' + gr.sys_updated_by + ', at: ' + gr.sys_updated_on);
}

 

Review Business Rules and Scripts.

Enable Debug for Business Rules and check the impact

Use System Diagnostics > JavaScript Log Statements to debug server-side scripts.

 

 

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Runjay Patel - ServiceNow Solution Architect
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