Resource Management Workspace: "Unassign" action does nothing for resources in "Pending" status - Support and Troubleshooting

Resource Management Workspace: "Unassign" action does nothing for resources in "Pending" status Issue .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: ; } } In the Resource Management Workspace, users cannot unassign a resource whose assignment status is "Pending".

Steps to Reproduce :

Open the Resource Management Workspace and select a Resource Card. In the Resource and Task section, expand a resource with an assignment in "Pending" status. From the row's three-dot (more actions) menu, click Unassign. In the confirmation dialog ("Selected work item will be moved to Unassigned tasks tray…"), click Unassign. Nothing happens. No error is raised, the modal does not behave as expected, and after refresh the resource is still assigned with status "Pending". Actual Result : Nothing happens after attempting to unassign the resource. The resource remains assigned and the status remains "Pending".

Expected Result : The resource should be unassigned from the customer project.

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: ; } } Yokohama and above

Cause .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: ; } } The Confirm RA Modal component (id confirm_ra_modal ) on the Resource Management Workspace UI Builder page is missing event handler mappings for the modal's two action buttons.

Specifically, the two sys_ux_event records below are absent from sys_ux_event on the affected instance:

Event label Event name OOB sys_id Primary button clicked NOW_CONFIRM_MODAL#POSITIVE_BUTTON_CLICKED 39cca5d35b230010b913cbd59b81c752 Secondary button clicked NOW_CONFIRM_MODAL#NEGATIVE_BUTTON_CLICKED d54d69d35b230010b913cbd59b81c7f1 These events are shipped by the sn-canvas-chrome plugin (which owns the OOB Confirm Modal component), not by Resource Management Workspace. Without these events, the click on the modal's "Unassign" (Primary) button has no handler, so the action does not do anything. You can verify the missing events on the affected instance:

UI Builder page => modal Confirm RA Modal => Events tab, both "Primary button clicked" and "Secondary button clicked" entries will be absent. sys_ux_event_list.do?sysparm_query=labelLIKEprimary button, the OOB record with the sys_id above will be missing.

Here is the screenshot from a working Instance which has both the events:

A a screenshot from an non working instance where the events are missing:

To access this Page and the events from UI Builder, go to: https://instancename.service-now.com/now/builder/ui/edit/experience/fa3be026c34c31101150d92bb0013117/998e20e6c34c31101150d92bb00131a2/dd8e20e6c34c31101150d92bb0013194

- Within this page, search and locate a modal named "Confirm RA Modal" having id as "confirm_ra_modal". - Select this component and in the right side menu you will notice a tab called "events". - Here you can verify that 2 events.

Resolution .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: ; } } Repair the sn-canvas-chrome plugin (com.sn_canvas_chrome). This re-creates the two missing sys_ux_event records and restores the event bindings on the Confirm Modal component.

Navigate to All => System Definition => Plugins (or /now/app-manager/home/plugin/id/com.sn_canvas_chrome/details ). Locate plugin sn-canvas-chrome (id com.sn_canvas_chrome ). Click Repair. After the repair completes, validate: sys_ux_event_list.do?sysparm_query=labelLIKEprimary button now returns the OOB NOW_CONFIRM_MODAL#POSITIVE_BUTTON_CLICKED record (and similarly for the Negative event). In UI Builder, the Confirm RA Modal component's Events tab now shows "Primary button clicked" and "Secondary button clicked" handlers. Re-run the steps under "Issue / Symptoms" clicking Unassign in the confirmation dialog now unassigns the resource and updates the status.

Note : what does NOT fix the issue:

- Repairing the Resource Management Workspace plugin alone does not restore these events, because the events live in sn-canvas-chrome . Customers and engineers who only repair Resource Management Workspace will see the repair report as successful while the symptom persists. The repair must be performed on sn-canvas-chrome plugin