Dear all,
While working on stories ServiceNow, has it ever happened that your story view changed to a OneOff view suddenly and you are unable to reset it back? And the view looks something like this..
unlike the traditional two column main section that you might have set on the story record.
How I diagnosed the issue and fixed it?
Initial analysis - Thought, it might be some view rules modified, which forced the view change, searched for any customer updates that has happened on the view rule, found none. That's how analysis starts right? You don't hit the bull eye in one shot!
Checked the URL for the view - https://[INSTANCE_URL]/rm_story.do?sys_id=4134da05975eb1906581baffe153afa0&sysparm_record_list=produ...
Something that triggered was the query parameter - sysparm_view_forced=true.
So, I checked further, how this parameter gets enforced on a record. One concrete answer, I got through my research was View rules.
I validated the View rules on the story table and checked if any View in it has the value 'One Off'.
Found it -- Condition - Backlog type is One Off.
Tried to reset the Backlog Type then, from list view, ACL restricts. it.
Then I was looking for what could have set the story Backlog type to One Off, all of a sudden.
In the interim, had checked the scripts on UI Action as well, if something is forcing this view, found none. Suddenly, I thought it could be the Business rule. Checked for Business rules with "Script contains backlog_type"
Found two of them.
And one of them was validating the Story record on the change of the Product field.
If current.product.changes()
then
if( JSUtil.notNil(current.product) ) {
current.backlog_type = 'product';
} else {
current.backlog_type = 'oneoff';
}
So, what was happening is -
When someone clears off the Product field on the story record, it sets the Backlog Type as One Off, thereby cascading it to enforce the view rule, the condition for which is now validated true.
This one use case tells us that even a URL could hold the clue to your solution.
Hit Like, if you found this interesting.
Regards,
Anish Reghu
