State field read only in problem sow

joshmorris · a month ago

Hi, is it normal that the state field in SOW for a problem is read only? When I click continue problem it takes me to native UI?

Ankur Bawiskar · a month ago

@joshmorris

Usually state field will be read-only on PRB in SOW as compared to native.

Did you check which client script or UI policy is doing that?

Also "Continue problem" is an OOTB ui action which will take user to native. It's OOTB behavior.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

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Bhuvan · a month ago

@joshmorris

Problem 'state' field is read-only in classic UI as well as workspace out of the box.

To make it editable, you have to disable UI Policy, Client Script and Dictionary over-ride. It is not recommended to change this behavior but below is for reference,

UI Policy - 'Make Problem State read only'

Client Script - 'Make Problem state readonly'

Dictionary Override - go to state field -> Configure Dictionary -> Open Dictionary Override table 'problem' base table 'task' and disable 'Override read only'

State field - Editable in Classic UI after the changes

State field - Editable in Service Operation Workspace after the changes

Revert the changes to make it back to read-only.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

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Dr Atul G- LNG · a month ago

Hi @joshmorris

No, this is not expected behavior. Also, the continue problem is not OOTB—it’s a custom UI action that has been built in your instance. So, it’s hard to say whether the new state is read-only due to this customization or not, but OOTB it is not.

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joshmorris · a month ago

Ah this is strange. We have never used service ops workspace before so don't know how it has gone to that

Dr Atul G- LNG · a month ago

Hi @joshmorris

Try repair the SOW plugin once and see.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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joshmorris · a month ago

Its the same in all 3 instances though