Change state incorrect until window refresh

[Russell Abbott]

On my Change records, when I approve a Change, the State changes to 'New' on the window, until I either reload the browser window or right click and 'Reload Form', then it goes to the expected state of 'Authorize'. What might be causing this and how can I either get the correct state to show or reload the form on Approval step?

> Current state

> Approval is clicked

> Reload form

[Anil Lande]

I don't think we can automate this as there is way to identify whether change record is opened in any window/tab by any user.

This is part of user education as filed shows field value modification. User need to reload form before saving any changes as something has been updated in database.

Thanks,
Anil Lande 

[Doug Thrower]

I'm seeing the exact same symptoms as Russel when somebody updates an approval from a different system/browser. They see the correct state, but anybody else viewing that record sees the  field updated icon and the state goes back to new. I was sure that in previous versions (before San Diego) the state remained the same as it had been but the icon showed it had been updated elsewhere. This I could live with and educate around, what is less clear is why the state now goes back to "New". Am I imagining this, and is Russel's On Change Client Script safe to use as he asked in his last comment?

[Russell Abbott]

Doug, I haven't had any issues since placing this into production. The only thing i see to be aware of is that if User 1 and User 2 both have the Change open, and User 2 types a comment in the notes without saving it, while User 1 initiates something to change the state, the Change will refresh for both users and the notes will not be saved to the record.

6 of one, half a dozen of the other. I found the initial configuration is more of a problem for the end users than what my changes do. Your mileage may vary.

[Lisa Oakes · Accepted solution]

Hi, we saw the same issue last week.  Having raised a case with ServiceNow they have confirmed the following workaround:

Record watcher switches change request state to: New after approval rather than valid state: Scheduled for Change Model driven changes

KB1116263 - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1116263.

I understand it is permanently fixed in San Diego Patch 5 but have not tested it yet.

All the best.

[Russell Abbott]

This is very handy to note. Ill bring it to my teams attention. Thanks for the link