Error: "Service Desk is not in the validation list" upon saving Incident in Self Service

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    Details

     

    Error "'Service Desk' is not in the validation list" upon saving Incident in Self Service

     


    Resolution

     

    If you’re not selecting a template from the Template drop down, the above  error is because you are no longer using the out of the box Service. To correct this, follow these steps:


    Go into Configure Application

    Select Business Objects

    Click on Incident

    Go to Business Rules

    Expand the Rules and look for Service and Actual Service in the Initialization Rules

    Ensure there is nothing setting Service = “Service Desk”

    Next, at the top of the Rules, you’ll see a dropdown called “Show Rules for Form”

    Select the Incident.WebSelfService.New form from the dropdown

    Enable the “Do not show any object-wide rules, show only form-specific ones”

    You may see something as shown below:


    If any of those values are incorrect, change them to match the company's values i.e. OwnerTeam and Service, by clicking on the pencil (edit) and providing your value. This will alleviate the error shown below: