Revert back to previous state?
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‎06-01-2016 10:38 AM
Is it possible to revert back to a previous state if a user that opened the record updates it?
We have a few state choices and one of them is a request for more information which when selected will notify the requestor an action is required.
When it is updated by the requestor we want it to go back to the previous status.
Is there function that does this?
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‎06-01-2016 10:42 AM
Hi Ken,
This is doable. You could use a workflow to automate the process, or you could use UI actions (buttons/links) to drive this manually. Personally, I like the UI actions. Somewhere you will need to 'save' the old state when it goes to "More info required" state. That sounds like a simple field to store that value. You don't need to present it on the form.
Then when the user makes their updates, you can use the value in that field as the new state value.
Pretty straight forward UI actions and business rules really.
Business Rules - ServiceNow Wiki
Business Rules Best Practices - ServiceNow Wiki
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‎06-01-2016 10:42 AM
Hi Ken,
You can use previous in business rule to fetch the previous value.
- previous: The record before any changes were made, available on update and delete operations. This is not available on asynch operations.
- http://wiki.servicenow.com/index.php?title=Scripting_in_Business_Rules#gsc.tab=0
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‎06-01-2016 10:48 AM
Hi Pradeep,
I thought of the previous object in a business rule as well. However, upon closer reading of Ken's message:
Is it possible to revert back to a previous state if a user that opened the record updates it?
Made me think it was too late, the commit has been made, we're past that point in the process.
Ken?
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‎06-01-2016 11:02 AM
Yes we want it to be based off the requestor update. The concept of passing the ball around.
If the state field is on the network team and they need "more information" they change the state to more information.
If a requestor updates the request then it will move back to the network state.
Same concept applies to other team.
If HR needs more information they will change the state and the requestor will provide the information which goes back to HR State.
Tom,
I was thinking of the same thing creating two fields one to store the previous state and update the other state if the requestor updates. I just wanted to see what my options were
