Risk Assessment not updating Change Request Risk field value

[axelortiz]

Hello,

I've activated the Risk Assessment plugin and setup the Assessment Conditions, Assessments Thresholds, Assessment Questions and follow all the steps described in the ServiceNow Wiki (Using Change Risk Assessment - ServiceNow Wiki). This worked for the first change request I tested. Later I added a new field to the Change Request form and the assessment stopped updating the Change Request Risk value. I've since tried removing the new field. The assessment still renders the form but submitting it do not change the Risk values that should change based on the conditions.

Any ideas on how to address? It would be nice to somehow revert to a point in time prior to activating the plugin and start over. Plugins cannot be deactivated once active so that is another challenge.

Any direction is greatly appreciated.

Thanks,

Axel

[Pradeep Sharma]

Hi,

I am assuming that there should be some Business rule which should be the culprit.

The best way to figure it out is to deactivate any new BR created in your instance and also activate the plugin on the demo and compare the code with your instance if any is modified.

Please let me know if you have any questions.

Thanks and Regards

Pradeep Sharma

[axelortiz]

Pradeep,

Thank you for the response. There were only two business rules created near the date the Assessment plugin was installed so I deactivated those and also compared the conditions, assessments, and thresholds to the Demo. The only difference I see is that my assessment shows the questions and responses with their values and the demo does not show the values for responses, so I don't know where the possible answers are coming from in the demo. Other than that everything else looks to be the same. No updates to the Risk field.

Thanks again for your response!

-Axel-

[Pradeep Sharma]

Hi axelortiz

Thanks for the update.

I would also request you to recheck the scripts which are defined for the "Risk" field.

If you still face the issue, I suggest opening an incident with Support.

Thanks and Regards

Pradeep Sharma

[jmrece]

Hi,

Risk can be calculated by using UI action button "Execute risk calculation" (We need to hit this button manually after filling risk questions) and the other is by using "Business rules". Disable the UI action (Not compulsary) and Enable both the business rules and fill risk assessment questions and then submit those. After submit hit "Save" button to calculate risk automatically. Business rules will work on save only.

In my change management risk is calculated as "Perfect".

System Properties > Change Management---> change risk calculation method to "Business rule from drop down"

steps:

1)

Sys_properties.list:  

    glide.ui.risk_calculate_ruleí  Change the value to "business_rule" if we want to calculate the risk through business rule instead of "UI Action" button.

2)System Properties--- Change management

Change the risk calculation method to "Business rule/UI Action".

3) Script includes---search with *risk and they should be in active status

4)Business rules on change management---search with *risk and they should be in active status

5)UI actions on change management---search with *risk and they should be inactive status