Not able to resolve incident or change request after installing HAMP - mandatory field Asset action - Known Error

Not able to resolve incident or change request after installing HAMP - mandatory field Asset action Description As part of a better together initiative between IT Service Management (ITSM) and Hardware Asset Management (HAM), the new columns Asset action and Swapped CI were added to the Affected CIs (task_ci) table. When an incident is being resolved or a change request is changed to the Review state, system expects agents to select the appropriate action performed on the CI if the CI has a hardware asset associated with it. If the action isn't selected, then the system throws an error. For the Swap action, Swapped CI value is required. If all the required data is provided, the ITSM team triggers an event which is shipped from the HAM application that processes the event and updates key fields like Status, Substate, Location, and Assigned to user on the asset. Hence, the accuracy of the CMDB data is maintained.

Doc links:

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-management/task/track-ci.html

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/change-management/concept/change_mgmt-integ-with-HWAM.html

We received requests from a few customers asking for a way to turn off this feature because it was a change in operations for them. They also wanted sufficient time to uptake the feature. Hence, as part of PRB1788122, PRB1788129, and PRB1788130, we have introduced an opt in mechanism for the mandatory validation of asset action.

The following system properties are added:

sn_hamp.enable_asset_action_validation_incident (for Incident) sn_hamp.enable_asset_action_validation_change_request (for Change request) By default, the value of both the system properties are set to true . This means that an asset action is required to close an incident or a change request.If you want to close an incident or a change request without selecting an asset action, you should set the value of the system properties to false .

Behavior when system property is set to false:

When a customer selects an asset action, the event is triggered irrespective of the value of the system properties. If the asset action is selected as Swap (irrespective of the property value) already, then Swapped CI is required. Fix is available in below versions:

HAM 12.0 and Yokohama Family release

HAM 11.0.2 and Xanadu patch 2

HAM 10.1.3 and Washington DC Patch 8

Steps to Reproduce

Before you begin: HAM and ITSM applications should be installed on your ServiceNow instance.

1. Create an incident with a CI that has a hardware asset associated with it.

2. Resolve the incident without selecting any value in the Asset action field of the Affected Cis related list.

Result: An error message is displayed.

3. Create a change request with a CI that has a hardware asset associated with it.

4. After implementation, move the change request to Review state without selecting any value in the Asset action field of the Affected Cis related list.

Result: An error message is displayed.

Workaround Attached is an update set with the system properties. There are 2 update sets because the changes are in HAMP scope and global scope (ITSM changes).

Import the update sets. Use the system properties to opt-in or opt-out the mandatory validation for asset action.

Note: The update sets are created on a Vancouver instance with HAM version 8.0. Related Problem: PRB1788122