Automatic update of Substate in Asset

[leandrolope]

Hi everyone!

I have been getting the following problem:

When updating the Install Status of a CI, the State of the Asset is updated. However, for some States, the Substate of the Asset is automatically updated by itself to a Substate that was not informed, and the display value of the Substate is displayed with the value of the Substate, for example:

display value: available
value: available

I have already checked the Business Rules both OOTB and Custom, but I cannot find where this default Substate value can be defined automatically.

Is there any other place we can find in the platform where the Substate is defined by default in the Asset?

[Harsh Vardhan]

@leandrolope  It is coming from client script . onchange client script "Correct substatus" written on "state" field. 

Please check that. 

https://<YourInstanceID>.service-now.com/sys_script_client.do?sys_id=3bbeaaec372b100044e0bfc8bcbe5dce&sysparm_view=&sysparm_record_target=sys_script_client&sysparm_record_row=1&sysparm_record_list=sys_class_name%3Dsys_script_client%5EnameSTARTSWITHCorrect+substatus%5EORDERBYDESCsys_updated_on&sysparm_record_rows=1

Thanks,

Harsh

[leandrolope]

Thanks, @Harsh Vardhan !

I found and checked this client script, and it is inactive.

And I believe it is impossible for this script to be running. Hehe

[ericward]

I didnt see you call out any specific examples such as what the CI states are being set to, but another place you can check is the Asset-CI tables. In the left hand navigator search for 'Asset-Ci'. There are three modules that come up. In your situation start by reviewing the 'Asset-CI Install Status mapping' and the 'Asset-CI Hardware Status mapping' tables. Make sure that when you open up those modules that you first clear the filter at the top so that you can review the records. 

[TomD MCC]

What we just saw this morning was all assets updated the substate to Pending Install. It is not known why. 

Do you know if anyone has found out why this would happen?