Problem management State transition issue

[sumit_p]

When I create a new Problem with the admin role, it is created successfully and moves through all the Problem Management lifecycle states without any issues.

However, when I use the Problem Admin, Problem Coordinator, or any other Problem Management role (other than admin), the Problem does not move forward from the Assess state to the next state (RCA). It remains stuck in the same state.

I have already assigned all the required roles related to Problem Management, but the issue still persists.

I have also checked all the related Business Rules. If the issue were related to a Business Rule, it should affect all roles, not just specific Problem Management roles.

[Dr Atul G- LNG]

It should work. Please clear your cache and try again.

else log a now support caser

[sumit_p]

what is log a now support caser?

[Dr Atul G- LNG]

It is an incident you can log for the Service Help Desk, who can help you find out why it didn’t work.

ssosignon.servicenow.com/app/servicenowsignon_hisupport_1/exkr5aofx5KMMdtwA0x7/sso/saml?SAMLRequest=lVLRjtowEPyVyO8kcTiIsAhSCqqKelyjg%2FbhXk5LvAGrie16HaB%2F3xA4Ha10SJX8tDu7MzvjKUFTJ1bkrd%2FrZ%2FzVIvng1NSaxKWTsdZpYYAUCQ0NkvClWOerR5GEsbDOeFOamgU5ETqvjJ4bTW2Dbo3uoEr8%2FvyYsb33lkQUUWutcT6kS0%2BbY1iaJtJwsLDDUBoWLDoBSsN5080cGVI7bfS%2Fk2Bt9F66YF736srzyiM8%2FXQjMNVp9HW1kv6Yx6f0vC46X8eCz8aV2N%2BesQpqQhYsFxlbP83HfDLmaQVbOeSVhIQn6TadjNKHZAjVpJp0QCqASB3wfZSoxaUmD9pnLImT8SAedm%2FDHwTngo%2FC8TB%2BYUFxde2T0lLp3X2LtxcQiS%2BbTTEovq03%2FYKDkuieOvR%2FufsDHfXOdpvZbNpHLHrZ7jb1%2B4rgLWo2u089jW4JrnRWnFUvF4WpVfk7yOvaHOcOwXeXeNdiH0oD%2FmMNPOR9RclB1UMFNqDqXEqHRCyaXXn%2F%2FtWzPw%3D%3D&RelayState=https%3A%2F%2Fsupport.servicenow.com%2Fnavpage.do