Unable to resolve incident after activate HAM Pro plugin

[SD4]

Hi,

Whenever I try to resolve an incident it's showing an error message -

"To resolve this incident, Choose an asset action for each configuration item that includes an asset"

How can I stop this?? Any script to inactive?

[Tracey Wilmot]

Hi @ctsmith 

The kb article no longer works for me either 😞

However, to resolve the issue in our instance we updated the "Asset action" dictionary entry.  Navigate to the "Default Value" tab and add no_action

To assist I've attached a screenshot.

Hope that helps!

[ctsmith]

Yeah we ran into the issue on resolving an incident and adding a CI at resolution.  That default value doesn't kick in enough time and error message shows and aborts the action.

From Check HAM Action is selected on incident BR:

Condition: 

current.state.changesTo(IncidentState.RESOLVED) && gs.hasRole('itil,sn_incident_write') && !(current.caller_id == gs.getUserID())

if ((current.cmdb_ci.changes() && current.cmdb_ci != '' && current.cmdb_ci.asset != '')) {
        gs.addErrorMessage(gs.getMessage('Before resolving this incident, please save the changed configuration item that includes an asset'));
        current.setAbortAction(true);
        current.incident_state = previous.incident_state;

[jtshone]

IMPORTANT: asset_action field is also linked to change records, but in the Dictionary choices there is a dependent value and "No action" is not a valid choice for change (only incident), so whilst the default value can be set (with the instructions above) it is not a valid value for change.

I think the solution is a bit more complex and either needs:

- asset action choice adding for change as well as incident (simplest solution)

- or a dynamic default 

[ctsmith]

Maybe the KB article says this, but support noted:

"Workaround:
We have introduced an opt in mechanism for the mandatory validation around asset action. There are two system properties added - one for Incident and other for Change request:

sn_hamp.enable_asset_action_validation_incident 

sn_hamp.enable_asset_action_validation_change_request

[ctsmith]

Of course I just ran this and update the sys properties and the issue still persists...  I'll update when I get a follow up from support.