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Description

When we create any standard change in our New York instances, based on the configuration of the Standard Change Properties, fields on the Standard Change request will be updated.

Resolution

Issue:
Standard Changes get created without a number on New York Instances

Steps to Reproduce:
1) Select any on the exiting Standard change record producer
2) Fill the mandatory fields and submit it.

Solution Proposed:

We tested the same functionality in Madrid release and it is a little different.

In the Standard Change Properties, there is a property to add all the fields in Restricted Change Request values.

This field will be holding all the fields that end users are not allowed to provide any value for when making a proposal.

Also there is another Property: Read-only fields
This field will be holding all the fields that end users are not allowed to provide any value for in the created standard change request.

In both the fields, if Number or Type fields are added then the new Standard Change Request getting created will not have number or type fields. They will be empty.

This is due to the OOB Business Rule: Restrict fields from Standard Change.
https://<instance-name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=ddfb8160938102009ca87a75e57ffbb4

The above mentioned business rule is running and as it is calling the Script Include: 'StdChangeUtilsSNC'
https://<instance-name>.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=f10d6bf3931002003b7a7a75e57ffb73

These two records are making sure that the fields which are present in the properties does not get updated.

This is a change in functionality from New York release.

Article Information

Last Updated:2019-10-02 13:26:21
Published:2019-10-02