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Description

Unable to promote/accept certain incidents as Major Incidents.

Release or Environment

Madrid

Cause

Line 112 to 113 in the Script Include:MajorIncidentTriggerRulesSNC was failing:
if(this._gr.parent_incident)
return false;

https://<instance_name>.service-now.com/sys_script_include.do?sys_id=58ab10353b333200fe02c9bb34efc421&sysparm_view=&sysparm_domain=null&sysparm_domain_scope=null&sysparm_record_row=2&sysparm_record_rows=2&sysparm_record_list=nameSTARTSWITHMajorIncidentTriggerRules%5eORDERBYname

The Incident was a child incident. The Options(promote/accept Major Incident) will not be visible to Child Incidents.

Resolution

After clearing the Parent incident value from the Child Incident you will be able to see the Options(promote/accept Major Incident).

Article Information

Last Updated:2019-12-09 18:09:59
Published:2019-12-10