Custom State Creation for Compliance Case State Model

[RC22]

I'm following the documentation for the compliance case state model

https://docs.servicenow.com/bundle/vancouver-governance-risk-compliance/page/product/grc-compliance-...

can we create custom states for the compliance case model beyond the predefined options offered by ServiceNow?

[ANOOP_CHERIAN]

Dear Community Member,

Thank you for reaching out and taking the opportunity to validate the documentation link. In reference to your enquiry - Yes, the system allows you to modify or create new workflow states to manage compliance cases as per your organizational preference. More details, kindly refer https://docs.servicenow.com/bundle/vancouver-governance-risk-compliance/page/product/grc-compliance-...

Hope this assists.

[RC22]

Hi @ANOOP_CHERIAN , Thanks for the solution. I went over the steps from the official ServiceNow docs on how to create a GRC state model, but I still see a predefined list of states in the dropdown. It seems we don’t have the option to create a new state.

Can you let me know if I’m missing something or if there’s another way to handle this?

Thank you.

[ANOOP_CHERIAN · Accepted solution]

Dear Community Member,

Thanks for sharing the feedback. We have observed the existing documented article is missing certain administrative steps for effective guidance around business configuration, will have this rectified at the earliest as possible.

Meanwhile, to perform Business configuration change on the GRC State Model for Compliance case product; either by inserting a New or adding Customer-defined GRC State Models the entitled administrator will have to configure a new choice list in the Choice [sys_choice] table. 

Here is the best practice guideline to be followed while working on choice list.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0656146

[RC22]

Hi Anup,

Thanks for sharing the details. We are aware of this approach and have tried it, but we just want to make sure we're not missing anything. Thank you for this.