Incident State changing automatically

csellens · ‎07-13-2015

We have a strange situation where the state on some incidents changes from Active - Awaiting Change back to Active - Work in Progress. The journal says that I changed them, but I didn't - or didn't think I had. According to the log I was working on updating completely unrelated change requests at the time on at least 2 of the times this has happened. This does not seem to be consistent in that some incidents stay in this state and others change.

I am fairly sure that we did not do any customization around this state and have checked through the business rules, client scripts and UI policies and cannot find anything there. We are using Fuji

Any ideas on what could be causing this?

csellens · ‎08-06-2015

Finally this is now fixed.

It was, as many of you suggested a Business Rule on the Change Request table that we got a part of the StartNow configuration. It is called SNC - ITIL - Update related Incidents. It was querying on the wrong field label in the incident table - change_id instead of rfc. No results were obtained as the query was invalid and this resulted in all incidents being set back to Active Work in Progress every time any change was closed completed. This was regardless of whether the incident was related to the change or not.

Changing to the correct field label fixed - one minutes work after a heck of a lot of troubleshooting!

Many thanks all of you for your help with this.

View solution in original post

Deepak Ingale1 · ‎07-13-2015

Kindly check if there are any scheduled jobs doing this.

csellens · ‎07-14-2015

Hi,

Thanks for the suggestion, but cannot find any job that seems to be doing this

HugoFirst · ‎07-13-2015

Here's another thought for you, do you have more than one window open to ServiceNow in your browser?

If so, you might be operating on a change task to one change request, and returning to a different change request when you update the change task. All the windows for a browser share a single context, and if you drill down in one window and then switch to a second window which has a record displayed and you update it. You will be returned to the context of the first window. Once that happens, you may inadvertently update a record thinking it was a different record.

If this is the case, you can circumvent this by opening the multiple windows as "incognito" or "private" windows.

csellens · ‎07-14-2015

Hi,

Good thought, but I use incognito windows by default and I had no reason to open the incidents that changed....