Can't Create a new SDLC Release or Sprint?

jonathonbarton · ‎06-19-2014

Following the instructions in the Wiki our admin team is unable to create new Releases or Sprints in either the SDLC or StartNow applications (they reference the same objects from two places)

We can create and manage new Stories, Enhancements, and Defects, however, and the entirety of both applications were working during our Quick Start in Q1.

Suggestions on where to look further?

Thanks in advance.

jonathonbarton · ‎07-27-2016

Hilariously enough, I'm running into this exact issue over two years later - only this time, I'm having the issue with ***a brand new, out of the box Fuji Installation**...on a ServiceNow Developer Instance that I stood up an hour ago! *facepalm* My own difficulty from two years ago is the first Google result for this.

The correct answer is that the default conditions for the NEW button UI Action eliminate all possible users when selecting RELEASES from the left-hand Application Menu.

The condition out of the box is current.canCreate() && !RP.getListControl().isOmitNewButton() && RP.isRelatedList() && !RP.isManyToMany() && RP.getViewManager().getViewName() != ''

Removing && RP.isRelatedList() from the default condition allows the UI Action to properly place the New button at the top of the list when reaching the form via the SDLC (scrum) -> Releases menu item.

We have also ensured that we have users with the rm_release_admin role, and that the rm_release_admin role has Create rights in the ACL for rm_release_scrum but admin overrides that ACL, so it was definitely the isRelatedList() that was blocking everyone (including Admin) from accessing the New UI Action on the form. 😃

View solution in original post

Jared Healy2 · ‎06-19-2014

Hi John,

It sounds like some recent change may have had an unintended effect. I am surprised that it is blocking a user with an admin role, but that's possible if it's an ACL. I would start by using some of the debug features in ServiceNow to try and narrow down the cause.

You can turn on the ACL debug under System Security. This will output at the bottom of the screen all ACLs evaluated and the result. If you haven't used it before the debug is only active for your session so there is no impact to others. An admin can turn this on and test their own account or impersonate a user and see how that user type is impacted.

After enabling debug, click on "Open Releases." Look through the results at the bottom for any "/create" evaluations that resulted in "false" and are highlighted in red. To speed it up if there are a lot of red items just search the page for instances of "/create".

If there is an ACL preventing the creation, more than likely you don't even see the "New" button at the top on your instance. Output example results below.

Hopefully that helps narrow down the cause.

Thanks,

Jared Healy

jonathonbarton · ‎06-19-2014

Thanks, Jared!

Unfortunately, it only narrowed down the cause to what it's definitely not.

We do have the NEW button available, the Security Debug results are as green as Kermit the Frog.

When we select the NEW button for Releases and Sprints, nothing happens. Well, not nothing. The page reloads.

Expected behavior: Get a form for entering a new Release or Sprint.

Actual Behavior: List of Releases or Sprints loads, with a typical, but different (482ms vs 515ms) load time.

Jared Healy2 · ‎06-19-2014

So, let's check a couple other things. Try navigating to the create form directly via URL:

https://<your-instance>.service-now.com/rm_release_scrum.do?sys_id=-1&sys_is_list=true&sys_target=rm_release_scrum&sysparm_view=scrum

See if you're able to create. I expect that you will be able to. If you are able to then this narrows down the issue to the UI Action that is taking you to that form. In this case the new button is performing some additional checks.

Now check the UI Action for any changes. From the release table, go to the personalize UI Actions list. Add on the updated and updated by fields. Verify that the "New" button doesn't show any recent changes.

If there are no recent changes to the action, then we'll have to check some other items as it may be something outside the UI action interacting with the script it is running.

Let me know what you find.

jonathonbarton · ‎06-19-2014

I think we have a winner!

04/02/14 is the original launch date of our QuickStart, so it appears that the developer on our QuickStart set the UI Form Action to false at that point.

If I'm reading this correctly, I should tick the Form Button box and update, and we should be in business, yeah?

Edit: Tried that - no joy.

I'm now comparing the Release New UI Actions (which don't work) to the Story New UI Actions (Which do work)...