UX Form Action 'Resolve' is not working to resolve incident in Service Operations Workspace

[India T_]

Hello Community, 

There is an OOB UI Action called "Resolve" on incident form within Service Operation Workspace that's not proceeding to place the incident in resolve state.

I was hoping someone could give a suggestion to make this work. 

Service Operation Workspace UI Action aka UX Form Action.

Once you select the button you receive a pop up message:

Click "Resolve" and the popup modal remains. Does not do any action at all. However the "Cancel" button does remove the modal. 

OOB Configuration>>

UX Form Action

Declarative Action Assignment

Action Payload Definition

Script above is :

{
	"route": "sowformmodal",
	"fields": {
		"table": "{{table}}",
		"sysId": "{{sysId}}",
		"title": "Resolve"
	},
	"params": {
		"modalPath": "incident_form_resolve",
		"saveLabel": "Resolve",
		"isGFormSave": true,
		"setFieldOnSave": {
			"state": 6
		},
		"field1": "close_code",
		"value1": "{{fields.close_code.value}}",
		"displayValue1": "{{fields.close_code.displayValue}}",
		"field2": "close_notes",
		"value2": "{{fields.close_notes.value}}",
		"displayValue2": "{{fields.close_notes.displayValue}}",
		"field3": "parent_incident",
		"value3": "{{fields.parent_incident.value}}",
		"displayValue3": "{{fields.parent_incident.displayValue}}"
	}
}

I do see to set State field to "6" but I do not see anything that mentions close out the modal.

State choices.. show "6" is correct for incident table. 

Any Suggestions?

Thanks in advance!

[Jack]

I think you can check list BR on incident/task to make sure there is no customize BR prevent this case - example; to resolve incident, your business require input resolved group

[chadlockwood]

I'm having the same problem. We use a custom UI Action, in advanced view, to "propose" a solution to the caller, who then accepts/rejects. I will need to recreate that functionality for Workspace. However, from what I can tell, clicking the Resolve button on the modal is not doing anything. It doesn't even appear to be attempting to do anything. I've created a new before BR that sends a log message if anything changes, but clicking the Resolve button is not triggering the BR.

I have looked at existing BRs and there could possibly be something that is intercepting the update, but since I'm getting absolutely no feedback from the action, I can't figure out what could be the culprit.

My goal was to see the OOB functionality with the potential of possibly changing the process and doing away with the custom action. But if I cannot even resolve an incident, it is a non-starter.

[JagjeetSingh]

Hi,

Can you verify one thing here.

Go to UI builder > Open Service Operations Workspace > Select page "SOW Form Modal". Verify that the on click button event is mapped to the client script.

If yes, Then you can also create a variant of this page and add debugger statement in client script which is triggered from this button. That can help you to debug the code where it is getting stuck. Remember to mark the OOTB variant inactive before testing it.

[chadlockwood]

I've added a try/catch to the Save Record Page script and logged out the caught error but not particularly useful.

I've suspected that it had to do with a field that was considered mandatory at this point in the process. We have a custom field that is set to mandatory in our platform view. I have added that field to the Workspace form and filled it out but that didn't change the Resolve action.

[JagjeetSingh]

Hmmmmm. It is trying to read "mandatory" property from some JSON. Use debugger in your script to see exactly where it is breaking.