Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Contract Substate is stuck in "Awaiting Review" state. - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Contract Substate is stuck in "Awaiting Review" state.
KB0722333

Contract Substate is stuck in "Awaiting Review" state.


1062 Views Last updated : Apr 29, 2025 public Copy Permalink
KB Summary by Now Assist

Issue

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


The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.