Assistance Needed: Unexpected State Field Changes in ServiceNow Incident, Request Item, and Task Tab

[Mohan Mallapu]

Hi Community,

I'm currently facing an unexpected behavior in ServiceNow related to the incident, request item, and task tables (incident, sc_req_item, sc_task). Specifically, when the state of a record in any of these tables is set to "Work in Progress" and I switch to a different view, such as Workspace or SOW, the state field automatically changes to "Open."

I've diligently reviewed all client scripts, UI policies, business rules, and view rules associated with these tables, but I couldn't find any script or rule that explicitly sets the state field to "Open" when changing views.

Here's what I've tried so far:

1.Reviewed all client scripts attached to the incident, request item, and task tables.
2.Examined all UI policies to ensure they're not inadvertently modifying the state field.
3.Investigated all business rules triggered on insert, update, or delete actions.
4.Verified view rules to ensure they're not affecting the state field.
5.Checked custom script includes for any unintended modifications.

If anyone has encountered a similar issue or has any suggestions for further troubleshooting steps, I would greatly appreciate your assistance

[Maik Skoddow]

Can you please describe exactly, and pretty detailed, what you mean with "when the state of a record in any of these tables is set to "Work in Progress""?

[SumanthDosapati]

@Mohan Mallapu 

Is state changing on client side or server side?

After switching back to normal view from SOW, did the state still remain as Open?

[Mohan Mallapu]

@SumanthDosapati @Maik Skoddow 

it is happening on the client side because the state value of 'open' is not saved in the system but just setting the value in the form level.

When i change the view back to default view i didn't see the state as open.

[Maik Skoddow]

Again, please describe the steps when setting the state to "Work in Progress". Have clicked on any button? Have you set the value in the state field manually and saved the record? Sorry, we are not in your head so you have to provide ALL details to understand your scenario.