Not able to close a Change Request

[Jessica28]

Hello,

Could someone please help?

I am not able to close a standard change request . As it says Configuration item is mandatory field:

I went ahead and filled the required configuration item, but encountering a difference error:

Please advise!

Thank you

[Allen Andreas]

Hi,

There must be a business rule on the change_request table preventing the record from having the CI value changed while the record is still open.

You have three options, I believe:

1. You disable the mandatory nature of the CI field so you can then save and then set it back to mandatory
2. You'd have to try and either disable the BR for a moment, set the CI, then turn it back on
3. ...or consider using script to update the change request CI field and ensure you use .setWorkflow(false) in the GlideRecord query so no business rules run (so you bypass it basically).

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Jessica28]

Thank you so much for helping Allen,

I would take your suggestion and go for option 1. However, I have no idea how the CI field got set to mandatory.  I looked in ACL and disabled a few cmdb_ci fields, but that did not work.

Could you please provide the steps on how I can find it?  Thank you again.

[Allen Andreas]

Hi,

You would right-click on the Configuration Item label...for the field and go to: Configure > Dictionary. Then see if the mandatory box is checked. If so, uncheck it, go back to the change request, closed it, then go back in to the dictionary record for the CI field once more and re-check the Mandatory field.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Jessica28]

Allen,

I check the Dictionary and it was not set there.