Resolve modal is empty in SOW

[MayrelCerero]

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.

[Ankur Bawiskar]

@MayrelCerero 

strange.

I believe it should work OOTB

Any recent upgrade?

was this working earlier?

[Dr Atul G- LNG]

Hi @MayrelCerero 

best way , go and repair /update the SOW plugin once.

[Dinesh_Now]

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.

[Tanushree Maiti]

Hi @MayrelCerero 

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