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Change Request state is not changing as per change task custom state and workflow is not proceeding as per change task state - Support and Troubleshooting
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  • Change Request state is not changing as per change task custom state and workflow is not proceeding as per change task state
KB0758350

Change Request state is not changing as per change task custom state and workflow is not proceeding as per change task state


2225 Views Last updated : Sep 21, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

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 


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