Resolve incident resolution errors after Enterprise Asset Management installation - Support and Troubleshooting

Resolve incident resolution errors after Enterprise Asset Management installation Summary .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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; color: #000000; line-height: 1.7; max-width: 100%; } .kb-wrapper p { margin: 0 0 12px 0; } .kb-wrapper .error-msg { border-left: 4px solid #63DF4E; background: #f7fef5; padding: 10px 16px; margin: 16px 0; font-style: italic; color: #032D42; font-size: 12pt; } Learn how to resolve the error that blocks incident resolution after installing the Enterprise Asset Management (EAM) plugin. After installation, you may see the following error when attempting to resolve an incident:

"To resolve this incident, choose an asset action for each asset" The default "Check if incident can be resolved" business rule causes this error. The business rule requires you to select an asset action for every record in the Affected Assets [incident_asset] related list before the incident can be resolved. This applies to any incident that has records in the Affected Assets related list with an empty asset action field.

Facts .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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; color: #000000; line-height: 1.7; max-width: 100%; } .kb-wrapper ul { padding-left: 22px; margin: 0 0 8px 0; } .kb-wrapper ul li { margin-bottom: 10px; } .kb-wrapper code { background: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; border-radius: 3px; padding: 1px 5px; font-family: 'Courier New', monospace; font-size: 10.5pt; } An incident is classified as an EAM incident when you add an asset to it via the Affected Assets related list. To view EAM-specific fields, go to the incident record and select Additional actions > View > Enterprise Asset . When an asset is linked to the incident and EAM is active, asset action enforcement applies. The "Check if incident can be resolved" business rule is installed with the Enterprise Asset Management (sn_eam) plugin and belongs to the sn_eam scope. The business rule runs when an incident's state changes to Resolved or Closed and checks whether any records in the Affected Assets [incident_asset] related list have an empty asset action field. When empty asset actions are found and the EAM asset action feature is enabled, the business rule blocks the resolution and reverts the state change. This behavior is controlled by the com.sn_eam.use_incident_asset_action property in the Asset Property [asset_property] table. When set to true (the default after EAM installation), the business rule enforces mandatory asset actions. This is expected behavior. EAM requires that asset actions (for example, Repair, Swap, Retire, Consume, or No Action) are recorded for each affected asset as part of the incident resolution process. You should not deactivate the "Check if incident can be resolved" business rule. It is a default business rule in the sn_eam scope. Deactivating it can cause unexpected behavior in EAM and may create complications during future upgrades. Release .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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; color: #000000; line-height: 1.7; max-width: 100%; } .kb-wrapper p { margin: 0; } Verified through Enterprise Asset Management version 10.0.0.

Instructions .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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; color: #000000; line-height: 1.7; max-width: 100%; } .kb-wrapper p { margin: 0 0 12px 0; } .kb-wrapper h3 { font-size: 12pt; font-weight: 900; color: #032D42; border-bottom: 2px solid #e8fce4; padding-bottom: 4px; margin: 24px 0 12px 0; } .kb-wrapper h3:first-child { margin-top: 0; } .kb-wrapper ol.steps { counter-reset: step-counter; list-style: none; padding-left: 0; margin: 0 0 16px 0; } .kb-wrapper ol.steps li { counter-increment: step-counter; position: relative; padding-left: 42px; margin-bottom: 10px; min-height: 30px; } .kb-wrapper ol.steps li::before { content: counter(step-counter); position: absolute; left: 0; top: 2px; width: 26px; height: 26px; background: #032D42; color: #63DF4E; border-radius: 50%; font-size: 10pt; font-weight: 900; text-align: center; line-height: 26px; } .kb-wrapper .callout-warning { border-left: 4px solid #e6a817; background: #fff4e0; padding: 12px 16px; margin: 0 0 16px 0; border-radius: 2px; } .kb-wrapper .callout-warning p { margin: 0; } .kb-wrapper code { background: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; border-radius: 3px; padding: 1px 5px; font-family: 'Courier New', monospace; font-size: 10.5pt; } Suggested resolution: populate the asset action field Because the EAM plugin is installed, the EAM workflow requires each record in the Affected Assets related list to have an asset action selected before the incident can be resolved.

Open the incident that cannot be resolved. Go to the Affected Assets related list on the incident form. If you do not see it, select Additional actions > View > Enterprise Asset to display 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 (for example, Repair, Swap, Retire, Consume, or No Action). Save each record. Return to the incident and set the state to Resolved. Alternative workaround: disable asset action enforcement Important: Setting this property to false turns off the EAM asset action validation for empty asset action fields only. The system automatically sets any empty asset actions to no_action instead of blocking the resolution. Already populated asset actions are not affected. Use this option only if your organization does not require mandatory asset action selection during incident resolution.

In the navigation filter, enter asset_property.list to go to the Asset Property [asset_property] table. Locate the record with the 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 automatically sets any empty asset action fields to no_action , allowing the incident to resolve.

Important consideration You should not deactivate the "Check if incident can be resolved" business rule. This is a default business rule in the sn_eam scope. Deactivating it can cause unexpected behavior in EAM and may create complications during future platform upgrades. If you are considering this approach, evaluate the impact with your internal platform governance and EAM teams before making changes.

Related Links .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: ; } } .kb-wrapper { font-family: Lato, sans-serif; font-size: 12pt; color: #000000; line-height: 1.7; max-width: 100%; } .kb-wrapper ul { padding-left: 22px; margin: 0; } .kb-wrapper ul li { margin-bottom: 6px; } .kb-wrapper a { color: #52B8FF; text-decoration: none; } .kb-wrapper a:hover { text-decoration: underline; } Create an Enterprise Asset Management incident Resolve an EAM incident