Can we Cancel a change while it's on Hold?

[Doroteya RS]

Hello,

I have some doubts when it comes to OOTB behaviour for Change records where 'On hold' = true.

Should I be able to cancel a change while it's on hold as per OOTB logic?

SN documentation says 2 things which i find in conflict: https://www.servicenow.com/docs/bundle/vancouver-it-service-management/page/product/change-managemen...

• The change can progress only to the Canceled state while it is On Hold.
• If a change request is canceled while it is On Hold, then its On Hold flag is set to false so the change cannot be canceled and still be On Hold.

When testing the behaviour in PDI I cannot cancel a change while On Hold = True as I receive the following:

Thanks for any comments!

[Sandeep Rajput]

@Doroteya RS Could you please confirm if your PDI is on Vancouver? If not then the behaviour may vary on a different release e.g. Washington or Xanadu. Please refer to the respective release documentation to confirm the same.

[Doroteya RS]

indeed , good point!  - my PDI is on Washington, and same 2 bullets are listed within the documentation for that version.

[Dr Atul G- LNG]

Hi @Doroteya RS 

Are you using Model? Please check the model state transition once.