Unexpected Status Change from 'In Stock' to 'In Use' when Substate is 'New' in Hardware table

[Saraswathi Devi]

Hi All,

I have a table (alm_hardware) with a field (hardware status) that has the options: "In Use," "In Stock," and "Retired." There's a dependent field, substate, which adjusts based on the value of hardware status. When the hardware status is set to "In Stock," the substate shows "Available" and "New" as choices. When the hardware status is set to "Retired," the substate shows "Disposed" and "Pending Disposal" as options.

Here's the issue: When I save a record with the hardware status as "Retired" and substate as "Disposed," then update the record to change the hardware status to "In Stock" and substate to "New," the form automatically switches the hardware status to "In Use" after saving. This only happens when the hardware status is changed from "Retired" to "In Stock" and the substate is set to "New." However, if I change the hardware status from "Retired" to "In Stock" and select "Available" as the substate, the issue does not occur.

Can anyone explain why this is happening in ServiceNow?

[Animesh Das2 · Accepted solution]

Hi @Saraswathi Devi ,

I think there should be some BR on alm_hardware (if not OOB then may be custom) which changes the substate at saving of a hardware record.

It is logical too, a hardware asset can't be 'New' if it is back to 'In stock' from 'Retired'. 'New' means an asset is never used and it can't be brought back to 'In stock' with 'New' since it is already used once. However, it can be 'In stock' with 'Available' logically.

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Thanks, 

Animesh Das