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Symptoms


'Open Case' button showing on incorrect case states.

Cause


UI action is displaying due to State value.

Resolution


The condition on the UI action is passing due to the State choice record with a value of 18.

Please note the condition on the UI action: 
(new global.StateFlow().validFlow(current, 'ca2aa5d2c33231005f76b2c712d3aeb3', 'manual')); 

This is checking the state flow: 

<InstanceName>.service-now.com/nav_to.do?uri=sf_state_flow.do?sys_id=ca2aa5d2c33231005f76b2c712d3aeb3 

The state flow is looking for records with a state value of 6 or 18: 
gs.hasRole("sn_esm_agent") && (current.state == 6 || current.state == 18) 

Since the State choice 'Pending' has a value of 18, the state flow condition is passing which then in turn passes the condition on the UI action.

Article Information

Last Updated:2019-05-21 11:56:53
Published:2019-04-23