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Description

Change request state is not changing as per the change task custom state.

Cause

There are possible cause for this issue 
1. Inactive state values (11, -7, -8) were not added in the dictionary override for custom choices
i. Cancelled 
ii.Rolled back/backout 
iii. Unsuccessful Resulted In outage 

2. Condition in the "Close Ticket" BR was not updated with the closed state values 
3. Condition in the "SNC - Run parent workflows" BR was not updated with the closed state values 

Resolution

1. I have added inactive state values  in the state dictionary override 
https://<instance_name>.service-now.com/nav_to.do?uri=sys_dictionary_override.do?sys_id=0b157bd4872c110043b9a2f31a434d30 

2. Updated conditions in the "Close Ticket" BR with the custom closed state values( Ex : current.state ==-7 || current.state==-8 )) 
https://<instance_name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=9023ada50a0a0b01004228007704cf66 

3. Updated conditions in the "SNC - Run parent workflows" BR with the closed state values (Ex : current.state.changesTo(11) || current.state.changesTo(-7) || current.state.changesTo(-8)) 
https://<instance_name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=98412b3d0a0a0b88652919d1ff714e1d 

Article Information

Last Updated:2019-08-15 11:29:02
Published:2019-08-15