Major Security Incident Promotion Grayed Out ?

[PSCWILLEY]

Hello All,

I am banging my head against the wall with this one. I am in the MSIM workspace. I have the sn_msi.worksapce_admin and the sn_msi.workspace_manager roles. I can propose that a security incident become a major incident. But then cannot promote the incident. Is this a Separation of Duties thing baked into the ServiceNow platform? Any ideas as to why this is happening?

[JM316]

Our users are having the same issue. Even the admin role does not set the button usable.

[kcf]

same issue

[JM316 · Accepted solution]

Issue:
Cannot "promote" an MSI ticket within MSIM (QA) after I propose a SIR Module ticket to be a major incident management ticket (MSI)

Most Probable Cause:
This looks to be an issue within the MSIM plugin but was fixed in PRB1755152!

Solution Proposed:
The fix was a code update to sys_ux_client_script_82c89aa6c76b71102450ed6c95c260f4
And is now available in Major Security Incident Management version 3.1.2:

[PSCWILLEY]

This is perfect. I just upgraded and it now works. Thanks for the reply.