Bug: Related Closed Incident to Problem

Markus Kraus
Kilo Sage

yesterday

We just had an issue while testing a Story "Relate Closed Incident to Problem".

 

If you try to relate a closed incident to a problem in the Service Operations Workspace, it will silently fail (Zurich Patch 4, Service Operations Workspace ITSM Applications v. 8.2.4)

MarkusKraus_0-1768488254077.png

The same does work without any issues in the Classic UI.

To fix this, open the Script Include related_list_edit_helper and change this line:

MarkusKraus_1-1768489411202.png

 

Basically: Change the GlideRecordSecure to GlideRecord as shown in the screenshot for the o2m request.

Security Disclaimer: In a OOTB configuration, this will not decrease the security, as the only use-case where would be updated here for which the user does not have write-access is the "Relate Closed Incident":
updateSysIDs contains only records which have either ".canWrite()" or where the script include "BulkAddRecords" returns true.

This script include calls the extension point implementations for "MRABulkAddRecordsFilter", and ootb there is only a single implementation "RelateIncidentToProblem" which allows the user to relate a closed incident to a problem depending on the value of the property problem.role.relate_closed_incidents

 

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Matthew_13
Mega Sage

yesterday

Yes my friend, this is another known looking Workspace regression, not something your doing wrong.

In Service Operations Workspace (Zurich Patch 4 / ITSM Apps 8.2.4), relating a closed Incident to a Problem fails silently. The same action working in the Classic UI confirms it’s a Workspace-specific issue.

Whats happening is that the Workspace flow hits the Script Include related_list_edit_helper, which uses GlideRecordSecure. In this context, that extra security check blocks the relationship from being created, even though the user is allowed to relate closed incidents based on OOTB rules.

The workaround you captured is correct:

  • Update related_list_edit_helper

  • Change GlideRecordSecure → GlideRecord for the relate-closed-incident logic

In an OOTB setup, this does not reduce security, since the relate action is already governed by:

  • The user’s write access, and

  • The OOTB filter RelateIncidentToProblem, which respects the problem.relate_closed_incidents property

My Recommendation:

  • Treat this as a temporary fix

  • Open a ServiceNow support case so it’s tracked as a product defect

  • Watch for a future patch so you can revert the customization

Bottom liine: this is a Workspace bug, your analysis is sound, and the workaround is reasonable until ServiceNow provides an official fix.

 

@Markus Kraus - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂

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