Standard Change not moving to Assess

[VaishnaviR5151]

Hi,

I'm trying to add an Assess state to the Standard Change flow.

Current setup:

• Added Assess (-4) state
• Added transition New → Assess
• Assignment Group is populated
• Request Approval UI Action sets state to -4

Issue:

• When I click Request Approval, the change briefly updates but after refresh it returns to New.Also never generates the approval.
• However,on the other instance(pdi and other instance,added assess state and created 2 BR ,it is working ok)Just for this specific instance,we are facing issue.
• No approval gets created.
• SN Utils only shows valid states as:
  • New (-5)
  • Scheduled (-2)

Things I've checked:

• Assess state exists and is active.
• New → Assess transition exists and is active.
• Workflows were disabled for testing.
• No Flow Designer logic found updating state

[Dr Atul - LNG]

Hi @VaishnaviR5151 

No, it doesn’t change to OOTB. Instead, it moves to the Scheduled state, which is OOTB.

[IbrarA]

Hi @VaishnaviR5151, 

You can check Two things on the Standard model itself.

1) Assess needs to exist as a Model State on that model, not just as a choice on the table. If it isn't sitting in the Model States related list, nothing can move to it, which fits with SN Utils only offering you New and Scheduled. The transition also gets added by expanding the source state inside Model States, rather than being created on its own. Easy one to miss, you add the state and assume the transition came along with it.

https://www.servicenow.com/docs/r/it-service-management/change-management/configure-change-model-sta...

2) One more thing. There are two frameworks in play here and the older one is marked legacy in the docs now. If this instance is still running on that one, whatever you set up under Change Models won't apply at all, which would explain why your PDI behaves differently.

https://www.servicenow.com/docs/r/it-service-management/change-management/c_ChangeStateModel.html


thanks

[VaishnaviR5151]

Thanks Ibrar

you are right pdi it’s hitting

can you call 8624971315