After Rejected, Change Request State should be be 'Closed' not 'New'

Servicenow10 · ‎11-21-2019

My requirement is that if at any approver rejects the Change Request, the state should become 'Closed' instead of 'New'. I tried it using workflow but not able to achieved.............

if an approver rejects the change request it should be closed with a comment because of approvers rejection it is closed

asifnoor · ‎11-27-2019

Hi,

Here is how you can do this. I checked in my PDI and its working fine.

After reject notification, in your WF, add run script activity.

In run script, add the following code.

current.setWorkflow(false); //This will disable the BR that is restring the state move.
current.close_notes = "rejected";
current.close_code = "unsuccessful";
current.state = 3;

Connect Reject notification -> Run script -> End.

Mark the comment as a correct answer and also helpful once worked.

View solution in original post

Moy1 · ‎11-21-2019

In an OOB instance, some restrictions are applied on the state transitions on change_request records. Check under state management>state.

https://docs.servicenow.com/bundle/newyork-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html

Servicenow10 · ‎11-21-2019

can you please help me with this BR : State Module-Can change state

if i disabled this it goes to closed after rejection but this will affect other implications or not.

asifnoor · ‎11-21-2019

Hi,

Kindly share the BR and we can place a condition to run only for your CRs and not to others.

Is there any pattern to identify/separate your created CRs from other CRs. (ex: assignment group, or category or anything)

Servicenow10 · ‎11-21-2019

hi asifnoor

actually this one is pre-defined br so making any changes to it will affect other things or not?

table is change_request

when to run before update

condition: state changes

advanced script:

function onBefore(current, previous) {
var stateHandler = new ChangeRequestStateHandler(current);

// Check if the change in state that has already occured is valid
if (!stateHandler.moveFrom(stateHandler.getStateName(previous.state)))
current.setAbortAction(true);

}

if approver reject this then state should be closed closed code-unsuccessful and close notes should be due to approvers rejection chgq req closed.