"Check if incident can be resolved" Business Rule prevents incident resolution after Enterprise Asset Management plugin installationSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } After installing the Enterprise Asset Management (EAM) plugin (sn_eam), users may encounter the following error when attempting to resolve an incident: "To resolve this incident, choose an asset action for each asset" This error is triggered by the out-of-box Business Rule "Check if incident can be resolved", which requires an asset action to be selected for every record in the Affected Assets related list (incident_asset table) before the incident can be resolved. This behavior applies to any incident that has associated incident_asset records with an empty asset_action field. Facts<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } An incident becomes an EAM incident when an asset is added to it via the Affected Assets related list. To view the EAM-specific fields, navigate to the incident record, select the Additional actions menu > View > Enterprise Asset. Once an asset is linked to the incident and EAM is active, the asset action enforcement applies.The Business Rule "Check if incident can be resolved" is installed with the sn_eam plugin (Enterprise Asset Management) and belongs to the sn_eam scope.The rule fires when an incident's state changes to Resolved or Closed and checks whether any incident_asset records linked to the incident have an empty asset_action field.If empty asset actions are found and the EAM incident asset action feature is enabled, the resolution is blocked and the state change is reverted.The behavior is controlled by the property com.sn_eam.use_incident_asset_action stored in the asset_property table. When set to true (default after EAM installation), the Business Rule enforces mandatory asset actions.This is expected behavior by design. Enterprise Asset Management requires that asset actions (e.g., repair, swap, retire, consume, or no_action) are recorded for each affected asset as part of the incident resolution process.It is not recommended to disable the "Check if incident can be resolved" Business Rule. It is an OOTB rule and disabling it may cause unintended side effects on EAM functionality and future upgrades. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This behavior has been verified on releases up to and including Enterprise Asset Management (10.0.0). Instructions<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Recommended Resolution: Populate the Asset Action field Since the EAM plugin is installed, the intended workflow requires that each record in the Affected Assets related list has an asset action selected before the incident can be resolved. This is the recommended approach. Open the incident that cannot be resolved.Navigate to the Affected Assets related list on the incident form. If you do not see it, select the Additional actions menu > View > Enterprise Asset to switch to the EAM incident form view.For each record in the Affected Assets list, open the record and select an appropriate value in the Asset Action field (e.g., Repair, Swap, Retire, Consume, or No Action).Save each record.Return to the incident and set the state to Resolved. The incident should now resolve successfully. Alternative Workaround: Disable the asset action enforcement via property Important: Setting this property to false disables the EAM asset action validation for empty asset action fields only. The platform will automatically default any empty asset actions to no_action rather than blocking the resolution. Asset actions that have already been populated will remain unchanged. Only use this option if your organization has confirmed that enforcing mandatory asset action selection during incident resolution is not required. Navigate to the asset_property table (type asset_property.list in the navigator).Locate the record with key com.sn_eam.use_incident_asset_action.Set the Value field to false.Save the record. When this property is set to false, the Business Rule will automatically default any empty asset action fields to no_action and allow the incident to be resolved without manual intervention. Already populated asset actions are not affected. Important Consideration While it is technically possible to deactivate the "Check if incident can be resolved" Business Rule, this approach is not recommended. This is an out-of-box rule within the sn_eam scope, and deactivating it may lead to unintended side effects on EAM functionality and could cause complications during future platform upgrades. If you are considering this route, please evaluate the potential impact carefully with your internal platform governance and EAM teams before making any changes. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Create an Enterprise Asset Management incidentServiceNow Docs — Resolve an EAM incident