Asset Action field remains mandatory on Incident resolve even after HAM plugin uninstall

[FemyM]

We recently uninstalled the Hardware Asset Management (HAM) plugin in our ServiceNow instance. Prior to uninstalling, there were system properties controlling the mandatory behavior of the Asset Action field during Incident resolution.

After uninstall:

• The related system properties are no longer present(

  sn_hamp.enable_asset_action_validation_incident

   sn_hamp.enable_asset_action_validation_change_request)

• However, the Asset Action field is still being enforced as mandatory when resolving an Incident
  

  We have already verified the following:

  • No active UI Policies
  • No Client Scripts
  • No Business Rules
  • Dictionary entry is not set to mandatory

  Despite this, the system still prevents Incident resolution unless Asset Action is populated.

[pr8172510]

Hi FemyM,

1. Why this is still happening

Even after uninstalling HAM:

• Some logic does not get fully removed
• Especially:
  • Workspace/UI Actions
  • Data Policies
  • Script Includes / platform validations

So the mandatory behavior can still be enforced outside UI Policy / BR / Dictionary

---

2. Most likely cause → Data Policy (commonly missed)

Check:

• Table: Incident
• Type: Data Policy

 Look for conditions like:

• State = Resolved / Closed
• Asset is not empty

Field:

• Asset Action → Mandatory

 Data Policies work server-side, so:

• They won’t appear in Client Script/UI Policy checks
• Still block record save

---

3. Check UI Action / Workspace behavior

If you are using:

• Agent Workspace / UI Builder

Then:

• “Resolve” button may have:
  • Script enforcing mandatory fields

 Check:

• UI Action: Resolve Incident
• Workspace Action (Declarative Actions)

---

4. Check Dictionary Overrides

Even if base dictionary is not mandatory:

• Check:
  • Dictionary Override (if extended table or scope used)

---

5. Check for leftover plugin artifacts

HAM uninstall may leave:

• Script Includes
• Business Rules (inactive but referenced)
• ACL or validation scripts

 Search for: 

asset_action
sn_hamp

in:

• Scripts - Background / Global search

[fknell]

Hi @FemyM,

I would recommend logging a case with the SN support and letting them provide a solution for that issue. Looks like the deinstallation left some artifacts on your instance.

Hope this helps!