3. Set the state to "Awaiting Change" when a Change is created from the incident using the existing "Create Normal Change" and "Create Emergency Change" UI actions.

[anilkumar8]

3. Set the state to "Awaiting Change" when a Change is created from the incident using the existing "Create Normal Change" and "Create Emergency Change" UI actions.

[Mounika30]

Hi, it is not working for me

I have created a choice field-"Awaiting change" in the "state" in the incident.

how to achieve this

An incident should be in a (new) state of Awaiting Change when a change record has been created from the incident record. Agents should not be able to select On Hold.
Hint: Do not delete existing state choices!
Tip: Be sure to use 'state' and not 'incident state'!

1. Disable the State choice: "On Hold".

2. Add a new State choice with the Label of: "Awaiting Change", in the sys_choice record make the Value field: 4.

3. Set the state on the incident record to "Awaiting Change" when a Change is created from an incident, by updating the existing "Create Normal Change" and "Create Emergency Change" UI actions.

can anyone explain in detail?

[ICaTonyBalde]

Hi,

Here’s how you can achieve this:

1. Disable the "On Hold" State Choice:

   • Navigate to the "On Hold" choice in the "State" field and set the "Inactive" field to true.

2. Add the "Awaiting Change" State Choice:

   • You mentioned you have already created the "Awaiting Change" state. Ensure you have set the Value field to 4 in the sys_choice record.

3. Update the UI Actions:

   • To set the state on the incident record to "Awaiting Change" when a change is created from an incident, you need to update the "Create Normal Change" and "Create Emergency Change" UI actions.

   • Insert the following code just after the line

     changeRequest.insert();

changeRequest.setValue("state", 4);
current.update();

• Note: Replace 4 with the actual value you set for "Awaiting Change" if it's different.

Here’s a detailed step-by-step guide for updating the UI actions:

1. Go to the UI Actions section in the ServiceNow instance.
2. Find and open the "Create Normal Change" UI action.
3. Locate the line

   changeRequest.insert();

4. Directly after this line, insert:

changeRequest.setValue("state", 4); // Replace 4 with your actual value 
current.update();

• Repeat the same for the "Create Emergency Change" UI action.

This should ensure that the incident state is updated to "Awaiting Change" whenever a change record is created from an incident.

Hope this helps!