Symptoms

Contract Substate is stuck in "Awaiting Review" state

Release

Kingston

Resolution

]The issue is Predominantly caused when a user clicks on the "Renew" or "Extend" UI action on a contract.

Upon clicking either of these UI Actions the below UI Pages are loaded :
https://<instance-name>.service-now.com//sys_ui_page_list.do?sysparm_query=sys_idIN5d666244bf6030007a6d257b3f073971%2Ce569ca9fbf0030007a6d257b3f0739ea

There is logic hardcoded in the above UI pages which checks to see if the user clicks the "Submit for Review" action or the "Save But Do Not Submit".

1). If the user clicks "Submit for Review" action then the processing script changes the Substate to "Under Review".

2). If the user clicks "Save But Do Not Submit" the processing script changes the Substate to "Awaiting Review". Please see the script below.

if(hold_or_submit == "submit")
cm.substate = 'under_review';
else
cm.substate = 'awaiting_review';
cm.process = 'extension';
cm.update();
}

In a rare occasion, the issue can also be reproduced if a user clicks the "Insert" or "insert & Stay" UI actions at the top of the form. There is logic hardcoded in these actions below to set State to "Awaiting Review" if they are clicked:
https://<instance-name>.service-now.com//sys_ui_action_list.do?sysparm_query=sys_idIN21a3c613bf4030007a6d257b3f0739e7,b6fd9e04bf6030007a6d257b3f07