How do I correct this issue when creating change from incident, is not pick the company template

[Adetunji Olayem]

Whenever a change request is creating from incident ticket, is picking the out of the box change template not picking the company normal change template

[PoonkodiS]

@Adetunji Olayem 

When you use a custom Change Model, you expect the record creation to bind to your custom model's sys_id. However, the underlying architecture relies on a chain of OOB Script Includes that hardcodes the OOB sys_id values.

The execution path flows like this:

1. UI Action invokes ChangeRequest.newNormal() or newEmergency().

2. This maps through ChangeRequestSNC down to ChangeModelChgReqAPISNC.

3. Inside ChangeModelChgReqAPISNC, the methods have the default OOB Change Model SysIDs explicitly hardcoded:

   • Normal Model: 007c4001c343101035ae3f52c1d3aeb2

   • Emergency Model: 62d10fa1c303101035ae3f52c1d3aec1

   • Standard Model: e55d0bfec343101035ae3f52c1d3ae49

Because of these hardcoded identifiers, any custom model logic you configured is completely bypassed when utilizing the default helper methods.

The Resolution (System Behavior)

ServiceNow marks this as Expected Behavior. There is currently no configurable property or OOB setting to dynamically map ChangeRequest.newNormal() to a custom change model.

UI Action to Create a Change from an Incident or Problem Record does not invoke the correct change m...

[Tanushree Maiti]

Hi @Adetunji Olayem 

1. If the system property 'com.snc.change_management.change_model.type_compatibility' is set to false. The Script Include 'ChangeModelSNC' verifies if the mentioned property is set to false. If this property is set to false this will return the type as 'Normal' as in line number 156 from the script include. Please find the Script Include and Property URLs below.

com.snc.change_management.change_model.type_compatibility : https://<instance_name>.service-now.com/nav_to.do?uri=sys_properties.do?sys_id=c6d1e032c363101035ae3...
ChangeModelSNC: https://<instance_name>.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=9f6f8ff0530310103...

Refer KB: KB2163500 Change request type is set as Normal instead of Standard. 

2) Review the script. By default, UI actions directly invoke out-of-box values. You will need to update the script to map the fields from your Incident to the specific Sys ID of your custom Normal Change template.

3) check whether you have permission on the template which you are expecting in sys_template table.