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

[Mohan Mallapu]

@SumanthDosapati  
@Maik Skoddow 
Replicate the issue:
1. I am opening the incident from the list and manually changing the state to any state (WIP.closed complete, closed incomplete,pending) and saving the form in the default view.
2. i can see the new state value is saved.
3. Now am changing the view from default view to workspace or SOW view  --> form gets loaded and state value is set up as 'open' in the form level not from the server/database. 

[Maik Skoddow]

After saving the record and before changing the view: Can you please reload the complete page and make sure, the changed state is really still there? Because I assume it is not!

[SumanthDosapati]

Is it happening only for 'Work in Progress' or all states?

And how did you set the state to WIP? Is it a manual change in state field or via an related link?

[Mohan Mallapu]

@SumanthDosapati  

Replicate the issue:
1. I am opening the incident from the list and manually changing the state to any state (WIP.closed complete, closed incomplete,pending) and saving the form in the default view.
2. i can see the new state value is saved.
3. Now am changing the view from default view to workspace or SOW view  --> form gets loaded and state value is set up as 'open' in the form level not from the server/database.