The following fields contain errors: Resolution code

[divyashah]

 

Hello Community,

I wanted to share a quick fix for a blocking issue I discovered in Problem Management within the Service Operations Workspace (SOW) after upgrading to the Yokohama release (specifically glide-yokohama-12-18-2024__patch7-hotfix2b-10-21-2025).

If you are facing issues where re-analyzing a problem leaves the form in a broken state, preventing you from applying a fix, this article is for you.

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The Issue

When a Problem record is moved back to the Root Cause Analysis state (using the "Re-analyze" button) and you subsequently attempt to resolve it by clicking "Fix", the system throws a mandatory field error.

The Error:

"The following fields contain errors: Resolution code"

The Bug: While the error persists, the 'Resolution code' field is not visible on the form, making it impossible for the user to select a value and save the record.

Here is a screenshot of the error behavior: (Insert your uploaded image: image_1b20c1.png here)

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Root Cause

The issue appears to be a UI synchronization glitch in the Workspace client script. When the state changes via the "Re-analyze" action, the form view does not properly refresh to update the field policies (mandatory/visibility states) for the new flow.

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The Solution

To resolve this, we need to modify the Declarative Action responsible for the "Re-analyze" logic to force a form reload. This ensures the UI renders the correct fields for the current state.

Here is the step-by-step fix:

Step 1: Navigate to Declarative Actions

1. Open the application navigator.

2. Navigate to Now Experience Framework > Declarative Actions > Form Actions.

Step 2: Locate the Action

1. In the "Form Actions" list, search for the Action name: sow_problem_reanalyze.

2. Open the record.

Step 3: Update the Client Script

1. In the Action Assignment form, locate the Client Script section.

2. We need to introduce a reload logic (g_form.reload()) to ensure the form refreshes correctly when the action is triggered.

Updated Logic: You can modify the script to ensure the form reloads, clearing the "ghost" validation error.

Result

After applying this script update, clicking "Re-analyze" will properly refresh the form. When you subsequently move to "Fix," the Resolution Code field will behave correctly, allowing the record to be saved without errors.

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Hope this helps anyone facing similar issues in the Yokohama release! Let me know in the comments if this worked for you.

[Karunakaran]

Thank you @divyashah  for sharing this. Please change the content type to article. currently it is there under questions.

[Mohammed8]

Hi @Karunakaran , @divyashah 

Only rising stars, MVPs or ServiceNow employees are allowed to post under blogs and articles.

One thing you can do is if u don't have above privileges,  prefix ARTICLE before your title/heading.

Regards,

Mohammed Zakir

[Dr Atul G- LNG]

Hi @divyashah 

Please use the prefix : Blog in the subject line .

[divyashah · Accepted solution]

Hi @Mohammed8 and @Dr Atul G- LNG 

Thank you for the guidance regarding the Article/Blog distinction. Since I do not currently have the privileges to convert this post type or edit the title to add the prefix, I am posting the complete, consolidated solution below as a reference for anyone else facing this issue in the Service Operations Workspace (SOW).

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ARTICLE: Workaround for "Resolution Code" Error when Re-Analyzing Problems in SOW

The Issue: When using the Service Operations Workspace, if a user moves a Problem to "Resolved" and then clicks Re-analyze, the state correctly moves back to "Root Cause Analysis." However, when they subsequently click Fix, the system throws an error: “The following fields contain errors: Resolution code,” even though the field is hidden or not relevant to the current state.

The Root Cause: This is a "stale cache" issue specific to the Workspace client. When the record transitions from Resolved back to Root Cause Analysis, the client-side UI Policies (which made Resolution Code mandatory) do not refresh quickly enough. The "Fix" action triggers a save while the system still thinks the Resolution Code is mandatory.

The Solution

To resolve this, we need to modify the Declarative Action responsible for the "Re-analyze" logic to force a form reload. This ensures the UI renders the correct fields for the current state.

Here is the step-by-step fix:

Step 1: Navigate to Declarative Actions

1. Open the application navigator.

2. Navigate to Now Experience Framework > Declarative Actions > Form Actions.

Step 2: Locate the Action

1. In the "Form Actions" list, search for the Action name: sow_problem_reanalyze.

2. Open the record.

Step 3: Update the Client Script

1. In the Action Assignment form, locate the Client Script section.

2. We need to introduce a reload logic (g_form.reload()) to ensure the form refreshes correctly when the action is triggered.

Updated Logic: You can modify the script to ensure the form reloads, clearing the "ghost" validation error.

Result

After applying this script update, clicking "Re-analyze" will properly refresh the form. When you subsequently move to "Fix," the Resolution Code field will behave correctly, allowing the record to be saved without errors.

This ensures that whenever the Problem is in the Analysis or Fix phase, the Resolution Code is strictly set to optional, overriding any lingering UI policy logic from the previous Resolved state.

Hope this helps others facing the same SOW challenge!