Unable to modify/close incidents

[northben]

Before I discovered the ServiceNow REST interface and documentation on the wiki, I created some incidents in ServiceNow through a script that mimicked the actual HTTP calls that my web browser makes when I create an incident directly in ServiceNow.

However, now I am not able to modify or close the incidents that I created through my script. Additionally, the incident_state for these "bad" incidents is "Open" whereas normal incidents are "Work In Progress". I have attempted to identify any discrepancies between the normal/good vs. "bad" incidents, but I am stuck. When I try to modify one of the fields that are different (e.g. time_worked), my changes are not saved when I modify the "bad" incident in my browser. The "bad" incidents also do not have buttons to resolve or close incidents, but normal incidents do.

Does anyone have a suggestion for how I can fix these incidents?

[northben]

the active field is true already...

[Mark Stanger]

The specific configuration may vary between instances, but the basic issue is that you've got security locked down (via an ACL most likely if you cant edit them via web services).   One thing you might try if your Resolve and Close UI actions aren't showing up is to examine the conditions on those UI actions and compare them against the records in question.   The hidden UI action is most likely caused by the same thing that's causing the unwritable record.

[northben]

ha! That's exactly what I'm trying to do right now. Do you know where that configuration is located in Service Now? I see the configuration for Access Control (ACL) but is there anywhere else that I need to look for the configuration that determines the visibility of those buttons?

[Mark Stanger]

Right-click the form header and select 'Personalize (configure) -> UI actions'.

[northben]

I think I'm getting close to the root cause now.

I have a UI Action that is supposed to change the incident_state field when the Save button is clicked. I believe this is running properly, because the incident's Activity Log shows the status/incident_state is updated. But the field on the incident form itself doesn't change, and the close/resolve buttons do not appear either.

Any ideas where I should go from here?