Change request state is not getting updated

[aamir1]

Hi,

I have created a record producer to create change request from portal for some users(having a custom role)non-itil users.

Everything looks perfect but when user clicks on the Request Approval, state field is not moving to assess.

I checked BRs and Client Scripts,but couldn't find anything. When clicking on the Request Approval button, it changes to Assess for some time, then page loads and its value again changes to New.

Any help is highly appreciated.

[Goran WitchDoc]

Hi Aamir,

Does the value actually change on the record? if you look at the history can you see that it actually changed back and forth? Another perspective is that if you want to use none itil users as approvers, I'm pretty sure that ServiceNow demand you at least has a "approvers license" (not sure about the name thou), but since ServiceNow licenses is a djungle, I would recommend contacting your account manager to also sort that out.

[aamir1]

Hi Goran,

No, the value is not getting changed. I checked history, it is not updating the state.

These are not approvers, they just click on the Request Approval button to request this change approvar to approve the change.

Aamir

[Nitesh Asthana1]

Seems like value is getting changed on the client side only, not at the backend.

There must be a client script/UI Policy which is changing the state on the client side, and since it is not being saved, hence when you reload it doesn't reflect.

[aamir1]

I checked, no client script / ui policy is there which can restrict.