Resolve modal is empty in SOW
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3 hours ago
When creating a new incident from an interaction in SOW, users select the Resolve ui action which should display the resolution notes generation skill modal. However, we are seeing an empty modal (see screenshot). As a workaround, users select the Save ui action, then the Resolve ui action which bring up the modal was expected. Does anyone know what could be the cause of this? We have not seen this error anywhere else on the platform, only when creating a record from an interaction.
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3 hours ago
strange.
I believe it should work OOTB
Any recent upgrade?
was this working earlier?
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader
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3 hours ago
best way , go and repair /update the SOW plugin once.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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2 hours ago
Hello @MayrelCerero
Can you pls try to repair , may be refer below link, can help
https://www.servicenow.com/community/incident-management-sow-forum/sow-resolve-modal-custom-field-is....
Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
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2 hours ago
It is known issue as per KB article KB2218330 if customization in place: Resolution Notes Generation is not working on Service Operations Workspace but it is working on UI16
Root Cause
There are customizations in place
Reason:
1. The Resolve out-of-the-box (OOTB) UI action was customized
=> https://<instance-id>.service-now.com/sys_ui_action.do?sys_id=21761909434d31106aa964746ab8f241
2. The Resolve OOTB action assignment was deactivated
=> https://<instance-id>.service-now.com/sys_declarative_action_assignment.do?sys_id=127dba4b77733010e35c06e57b5a9949
Steps to Resolve
1. Switch to Now Assist for IT Service Management (ITSM) scope app
2. Go to OOTB Resolve UI action
=> https://<instance-id>.service-now.com/sys_ui_action.do?sys_id=21761909434d31106aa964746ab8f241
3. Go to versions related lists
4. Review what is the latest OOTB version and revert to that version
5. Switch to Incident Management for service operations workspace scope app
6. Go to OOTB action assignment
=> https://<instance-id>.service-now.com/sys_declarative_action_assignment.do?sys_id=127dba4b77733010e35c06e57b5a9949
7. Go to versions related lists
8. Review what is the latest OOTB version and revert to that version
9. Do cache.do
10. Try to reproduce the issue
