Incorrect Error "The action failed due to a business rule. Message: [This Incident is closed and can not be updated.]"

[vollraths]

Checking whether a partnerIncident exists using
GET https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident?partnerId=commvault&partnerIncidentId=dfc091cf-7920-3bbd-9a43-4c47c4ae8324
Got response with one Entity, Status Check returned 1, so should be in State New.
Tried to add a comment using
PATCH https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident/addComment
Body: {"partnerId": "commvault","partnerIncidentId": "dfc091cf-7920-3bbd-9a43-4c47c4ae8324","comment": "ErrorCode: [13:272] ... CommServe2 (hcszf02.pnet.ch)"}
Returned Error 400
{"name":"MyItRestException","message":"The action failed due to a business rule. Message: ["This Incident is closed and can not be updated."]","status":400}
Checked Status in ServiceNow UI, Ticket INC0027498 / 007a52f0871d52d03efcec230cbb3513 is open and in status New (as of writing this). Don't see why it should throw that error. Please check if it is an error on our side or in some other layer.

Full log Snipit from Commvault, just in case:
40440 1071100 11/01 01:07:44 4695250 SetActivityInputs: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] starting activity with inputs [<script />]
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] url: https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] encoded url: https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident?partnerId=commvault&partnerIncidentId=dfc091cf-7920-3bbd-9a43-4c47c4ae8324
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] request: https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident?partnerId=commvault&partnerIncidentId=dfc091cf-7920-3bbd-9a43-4c47c4ae8324 GET
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] response: (GET https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident?partnerId=commvault&partnerIncidentId=dfc091cf-7920-3bbd-9a43-4c47c4ae8324) 200
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] response code: 200
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] response body: {"metadata":{"Caveat":"THIS IS ALPHA CODE AND SUBJECT TO CHANGE AT ANY TIM(E)!","git":"IncidentRestApi-0.0.1+425-f737f5f-dirty","build":"2024-10-02T13:35:10.428Z","config":"commvault","partnerId":"commvault","server_system_time":"2024-11-01T00:07:44.677Z"},"data": {"caller_id":{"active":true,"first_name":"Technical","last_name":"Commvault Dev","sys_class_name":"sys_user","sys_id":"8f02070a8710ce103efcec230cbb35e7","user_name":"technical_commvault_dev"},"category":"incident","number":"INC0027498","opened_at":"2024-10-14T23:07:30Z","priority":4,"state":1,"sys_class_name":"incident","sys_updated_on":"2024-10-14T23:07:31Z","incidentId":"007a52f0871d52d03efcec230cbb3513","channel":"monitoring","short_description":"Production Windows File System zfs07o : Multiplexing deduplication data on same stream is not expected","location":{"notfound":"sysId '0b4f6d4f8776c6103efcec230cbb3544' not found in config 'cmn_location'"},"partnerIncidentId":"dfc091cf-7920-3bbd-9a43-4c47c4ae8324","causing_ci":{"asset_tag":"25601461","department":{"dept_head":{"sys_id":"5b95903987a08a10531785980cbb3526","sys_class_name":"sys_user"},"description":"Informatik/Technologie","id":"00204926","name":"IT","parent":{"sys_id":"fbfb973687104290531785980cbb350f","sys_class_name":"cmn_department"},"sys_created_by":"sys.ext.iam.scim_admin","sys_created_on":"2024-02-15T19:48:09Z","sys_id":"d41c5b3687104290531785980cbb35bd","sys_mod_count":8,"sys_updated_by":"admin.hartenberger","sys_updated_on":"2024-10-14T15:08:39Z","u_active":true},"environment":"Production","install_status":1,"life_cycle_stage":"Operational","life_cycle_stage_status":"In Use","location":{"city":"Bern","cmn_location_type":"room","country":"Switzerland","full_name":"CH/Bern/Engehaldenstrasse 37/Engehaldenstrasse 37 - E37/1.OG/129","name":"129","parent":{"sys_id":"359457f2874912503efcec230cbb3535","sys_class_name":"cmn_location"},"state":"BE","street":"Engehaldenstrasse 37","sys_created_by":"import.aixboms","sys_created_on":"2024-10-08T22:14:00Z","sys_id":"79a49bf2874912503efcec230cbb35cf","sys_updated_by":"import.aixboms","sys_updated_on":"2024-10-08T22:14:00Z","zip":"3012"},"manufacturer":{"country":"USA","manufacturer":true,"name":"Cisco Systems, Inc.","sys_class_name":"core_company","sys_id":"4eac7c44874035106dc863540cbb35f5","vendor":false},"model_id":{"display_name":"Cisco UCS C240 M7","life_cycle_stage":"Operational","life_cycle_stage_status":"In Use","manufacturer":{"country":"USA","manufacturer":true,"name":"Cisco Systems, Inc.","sys_class_name":"core_company","sys_id":"4eac7c44874035106dc863540cbb35f5","vendor":false},"name":"UCS C240 M7","rack_units":1,"sys_class_name":"cmdb_hardware_product_model","sys_created_by":"import.aixboms","sys_created_on":"2023-08-23T16:41:24Z","sys_id":"73a408ff87f739d06dc863540cbb35f9","sys_updated_by":"import.aixboms","sys_updated_on":"2024-10-31T23:49:18Z","u_third_party":false},"name":"hcseh02","operational_status":1,"serial_number":"WZP27210E7N","short_description":"Ablösung Backup Infrastuktur - B Server 1 / Taxon 70685","sys_class_name":"cmdb_ci_win_server","sys_id":"7c7268f3877bb5503efcec230cbb354e","sys_updated_on":"2024-10-31T00:40:50Z"},"description":"ErrorCode: [13:272]\nFailureReason: Alert every 1 attempts (Phase failures); [Data writer - internal error] [Dedupe disk media] [Multiplexing deduplication data on same stream is not expected.] [Advice: Please contact customer support for further assistance.]\nRecommended Action: https://wikit.post.ch/display/ZDS/13:272\n\nJobDetails:\nJobType: Backup\nStatus: Failed\nJobID: 4411229\nClientName: zfs07o\nAgentName: Windows File System\nInstance: \nBackupSet: defaultBackupSet\nSubClient: default\nStartTime: Tue Oct 15 01:00:08 2024\nEndTime: n/a\nCommCell: CommServe2 (hcszf02.pnet.ch)","cmdb_ci":{"asset_tag":"25479338","department":{"dept_head":{"sys_id":"5b95903987a08a10531785980cbb3526","sys_class_name":"sys_user"},"description":"Informatik/Technologie","id":"00204926","name":"IT","parent":{"sys_id":"fbfb973687104290531785980cbb350f","sys_class_name":"cmn_department"},"sys_created_by":"sys.ext.iam.scim_admin","sys_created_on":"2024-02-15T19:48:09Z","sys_id":"d41c5b3687104290531785980cbb35bd","sys_mod_count":8,"sys_updated_by":"admin.hartenberger","sys_updated_on":"2024-10-14T15:08:39Z","u_active":true},"environment":"Production","install_status":1,"life_cycle_stage":"Operational","life_cycle_stage_status":"In Use","manufacturer":{"country":"USA","manufacturer":true,"name":"VMware, Inc.","sys_class_name":"core_company","sys_id":"b1ac7c44874035106dc863540cbb35e9","vendor":false},"model_id":{"display_name":"VMware, Inc. VMware VM IaaS","life_cycle_stage":"Operational","life_cycle_stage_status":"Available","manufacturer":{"country":"USA","manufacturer":true,"name":"VMware, Inc.","sys_class_name":"core_company","sys_id":"b1ac7c44874035106dc863540cbb35e9","vendor":false},"name":"VMware VM IaaS","rack_units":1,"sys_class_name":"cmdb_hardware_product_model","sys_created_by":"import.aixboms","sys_created_on":"2015-01-21T11:37:34Z","sys_id":"f89400bf87f739d06dc863540cbb359d","sys_updated_by":"import.aixboms","sys_updated_on":"2024-10-31T23:49:49Z","u_third_party":false},"name":"zfs07o - ZUKO-Frontend-P-zfs07o","operational_status":1,"short_description":"M02 - Frontendserver 07 MSSQL Server","sys_class_name":"cmdb_ci_win_server","sys_id":"8323e47b877ff9d06dc863540cbb3566","sys_updated_on":"2024-10-31T00:43:26Z"},"assignment_group":{"active":true,"description":"Betrieb Backup Services IT17.39\nFaehigkeiten: #Backup #Restore #Commvault #ZDS #File level Restore #VM Restore #FLR","email":"[email protected]","manager":{"active":true,"cost_center":{"account_number":"1079701730","name":"IT Basis Services","sys_id":"18b7c3eb870052d06dc863540cbb35f6"},"department":{"dept_head":{"sys_id":"6e70e8fd87a4ca1087aacd0a0cbb358e","sys_class_name":"sys_user"},"description":"BackUp & Storage Services","id":"00216042","name":"IT17.39","parent":{"sys_id":"d61cdb3687104290531785980cbb355c","sys_class_name":"cmn_department"},"sys_created_by":"sys.ext.iam.scim_admin","sys_created_on":"2024-02-15T19:48:18Z","sys_id":"6a1cdb3687104290531785980cbb35ed","sys_mod_count":6,"sys_updated_by":"admin.troehler","sys_updated_on":"2024-10-07T14:55:59Z","u_active":true},"email":"[email protected]","employee_number":"04068932","first_name":"Martin","home_phone":"WebAC101","last_name":"Kaufmann","mobile_phone":"+41796327990","preferred_language":"en","sys_class_name":"sys_user","sys_id":"6e70e8fd87a4ca1087aacd0a0cbb358e","title":"Teamleitung Informatik","user_name":"[email protected]"},"name":"BETR-BACKUP","sys_created_by":"admin.doebeli","sys_created_on":"2023-11-29T15:07:29Z","sys_id":"6cdf64bd87b6b190f5f463540cbb353b","sys_mod_count":17,"sys_updated_by":"admin.doebeli","sys_updated_on":"2024-07-03T04:55:52Z","type":["2nd_Level","3rd_Level"],"u_group_phone":"+41583387474","u_group_type":"assignment_group"},"impact":4}}
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] Got 200, Ticket exists, check for status
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] State: 1
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] ticketNumber: INC0027498
40440 1071100 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] ticketId: 007a52f0871d52d03efcec230cbb3513
40440 1071100 11/01 01:07:44 4695250 WorkflowStep: [ForEach(0)->CreateTicket->CheckIncident (Script_41)] completing activity with status [COMPLETED], outputs [<Script_41>1730419664RUNNINGfalsetrue</Script_41>]
40440 1071108 11/01 01:07:44 4695250 SetActivityInputs: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] starting activity with inputs [<script />]
40440 1071108 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] url: https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident/addComment
40440 1071108 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] jsonBody: {"partnerId": "commvault","partnerIncidentId": "dfc091cf-7920-3bbd-9a43-4c47c4ae8324","comment": "ErrorCode: [13:272]\nFailureReason: Alert every 1 attempts (Phase failures); [Data writer - internal error] [Dedupe disk media] [Multiplexing deduplication data on same stream is not expected.] [Advice: Please contact customer support for further assistance.]\nRecommended Action: https://wikit.post.ch/display/ZDS/13:272\n\nJobDetails:\nJobType: Backup\nStatus: Failed\nJobID: 4695184\nClientName: zfs07o\nAgentName: Windows File System\nInstance: \nBackupSet: defaultBackupSet\nSubClient: default\nStartTime: Fri Nov 1 01:00:11 2024\nEndTime: n/a\nCommCell: CommServe2 (hcszf02.pnet.ch)"}
40440 1071108 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] encoded url: https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident/addComment
40440 1071108 11/01 01:07:44 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] request: https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident/addComment PATCH
40440 1071108 11/01 01:07:45 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] response: (PATCH https://myit-dev.post.ch/api/x_ssagd_inc_rest/rest/incident/addComment) 400
40440 1071108 11/01 01:07:45 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] response code: 400
40440 1071108 11/01 01:07:45 4695250 WorkflowCustomLogger: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] response body: {"name":"MyItRestException","message":"The action failed due to a business rule. Message: ["This Incident is closed and can not be updated."]","status":400}
40440 1071108 11/01 01:07:45 4695250 WorkflowCustomLogger: ERROR: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] UpdateIncident Request failed, Error: 400{"name":"MyItRestException","message":"The action failed due to a business rule. Message: ["This Incident is closed and can not be updated."]","status":400}
40440 1071108 11/01 01:07:45 4695250 WorkflowStep: [ForEach(0)->CreateTicket->UpdateIncident (Script_43)] completing activity with status [COMPLETED], outputs [<Script_43>1730419664RUNNINGfalsefalse</Script_43>]
40440 1071115 11/01 01:07:45 4695250 SetActivityInputs: [ForEach(0)->CreateTicket->LogEvent (LogEvent_5)] starting activity with inputs [CRITICALCreating ServiceNow Ticket Failed]
40440 1071115 11/01 01:07:45 4695250 ProcessOnEnter: [ForEach(0)->CreateTicket->LogEvent (LogEvent_5)] processing onEnter script [//In with the running Status Information

[timschaeren]

Issue appeared due to a misconfiguration in the business rules. Should be fixed as of now. Please see if you encounter the issue again.