I am getting "change is waiting for approvals" when closing a change. where is that message coming from

[Efra Pruneda]

I am creating a ui action called 'unapproved' to flag changes that were done without finishing the change process. the scenario goes like this: someone starts a change and requests approvals, but instead of waiting for these approvals to go through and then presenting the change to the CAB, they just go ahead and make the change in prod.

what this ui action is doing is taking the change from assess state and is skipping the authorize and schedule states and updates the state to implement. but then when the change management team continues the process and closes the change (with close code = unapproved) then the change goes to the close state for an instant and all of a sudden the change request goes back to authorize. then we see a message under the state field stating that the "Change is waiting for approval".

it is clear that I am missing something to make that approval go away. but I am having a hard time finding where that message is coming from so I can code an exception for this unapproved process.

I am new to ServiceNow your help will be greatly appreciated. thank you!

Efra

[Harish Murikina · Accepted solution]

Hi Efra,

There is OOB Business rule on change_request table, Business rule name : State model - Can change state?

https://YourServicenowinstance.service-now.com/sys_script.do?sys_id=f3fbe0d8cb200200d71cb9c0c24c9c93&sysparm_record_target=sys_script&sysparm_record_row=40&sysparm_record_rows=49&sysparm_record_list=collection%3Dchange_request%5EORcollectionINchange_request%2Ctask%5Ecollection%3Dchange_request%5EORDERBYname

Please mark as correct/helpful if the above answer is solve/helps your issues.

Regards,

Harish Murikinati.

[Efra Pruneda]

Thank you Harish and everyone for your help!