Actual Start and End date not populating?

ginabarraza · ‎04-22-2020

In the Change request normal work modifications were made to skip the Schedule state and move to Implement. Everything is working and progressing and noticed that the Actual Start and End dates are not updating as they should. I need help to find where those updates would be pulling from so I can complete the process within the Normal Change request.

Thank you 🙂

Allen Andreas · ‎04-22-2020

Ok, yea, it's the BR doing it.

So by disabling the BR, that's causing the ChangeRequestStateHandler to not run, which you can reference here in this script include: ChangeRequestStateHandlerSNC

Scroll down to around line 247 and you'll see where it pushes that state over to the ChangeRequestStateModel, which in turn...sets the actual start, etc.

So...pretty lengthy process...but that's what's not happening by disabling the BR.

To continue with what you have setup though...I think you could just create a business rule for the change_request table for change type Normal (or others, if need be) and set the actual start yourself through that when the state gets to Implement, etc. Use the script include for the states when it would start and end it and just build it yourself through your own business rules.

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Allen Andreas · ‎04-22-2020

Hi,

Please see this post that talks about where those dates/times are coming from (specifically the post by Justin Abbott):

https://community.servicenow.com/community?id=community_question&sys_id=de278729db1cdbc01dcaf3231f96...

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ginabarraza · ‎04-22-2020

Thank you, there were no changes made to the Script Include for Normal Request, could something else be blocking the update?

Allen Andreas · ‎04-22-2020

You said it's skipped a stage right?

So if the OOB logic is to set the fields at a certain stage, and you're skipped it, then they won't be set properly?

So I was pointing you to where that logic resides. You would need to then adjust that to work with your custom setup.

Perhaps we shouldn't guess and maybe you could tell us what:

"are not updating as they should" means to you?

Provide some examples, etc.?

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ginabarraza · ‎04-22-2020

Yes, the state that was skipped is Scheduled stated, in review of the script include it reads that the updates to the Actual Start would be set when the Change moves to the Implement state as listed below, I do not see the field getting updated. To move to the Implement state I deactivated the BR for State model -Can Change State?

toImplement_moving: function() {
if (this._gr.work_start.nil())
this._gr.work_start = new GlideDateTime();

return true;
},

toImplement_canMove: function() {
return true;
},

toReview_moving: function() {
if (this._gr.work_end.nil())
this._gr.work_end = new GlideDateTime();

return true;

In my first attachment I had highlighted that I was expecting to see the fields for Actual Start and End be populated as they should by the script include and showing that I was able to progress a change to Review without the dates for Actual Start and End not populated.

I have added another attachment to show that I do have a wait condition set for the Implementation state. I don't see that what I have there should impact those dates getting updated

Hope this provides more clarity.

Thanks