Problem Management

dhvenkatesan
Tera Contributor

‎06-16-2025 11:26 PM

When a problem is resolved and moved to complete, the closed and the closed by fields in the change form are changed to completed and completed by. 

How is this OOTB functionality configured/implemented in the instance? Where can that be found? 

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Ankur Bawiskar
Tera Patron
Tera Patron

‎06-16-2025 11:47 PM

@dhvenkatesan 

did you check business rule on problem table?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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Mark Manders
Mega Patron

‎06-16-2025 11:53 PM

This doesn't happen on my OOB Yokohama instance. The fields remain the same on the Change form. Check your (customized) logic to see where this is coming from. It could be as simple as a dictionary override or a client script.


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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Arun_Manoj
Mega Sage

‎06-17-2025 12:01 AM - edited ‎06-17-2025 12:02 AM

Hi @dhvenkatesan 

 

Unable to findout above mentioned OOB configuration in my instance. May be customization in BR or flow for the given condition ,Please check the custom BR's or flow for the problem . Use script tracer to findout Script run in background while running the mentioned condition.

 

 

Please mark my answer as helpful/correct if it resolves your query.

Regards,

Arun Manoj

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