Cancellation of CR

[Priyanka Sadhw1]

This issue is randomly observed.

State of Chnage request is incorrectly reflecting as “Closed” in place of “Cancelled”.  in 20% of cases we have seen user trying to cancel but CR is Closed

[Priyanka Sadhw1 · Accepted solution]

Hi Dirk,

One of customization was causing issue. In one BR there was line

current.state = old.state;

Business Rule moves to the previous state (so from Cancelled to New) this meets the condition of the Business Rule 'Task closer' which moves the State from New to Closed. This Business Rule uses the function runRTaskCloser Script Include TaskStateUtil for its condition

[DirkRedeker]

Hi

Does it mean, that your issue is now solved and it was the error in one of your Business Rules?

If that is the case, you can close this thread by marking the most valuable answer as correct. I am a bid sad, that I put that much effort in finding the solution but the root cause was somewhere else....

On the other side, I am happy, that you were able to sort out.

Anyhow, feel free to mark my answer as correct and helpful, if you like.

Enjoy ServiceNow and have fun.

BR

Dirk

[Priyanka Sadhw1]

Audit log says status was closed(same status what currently visible in system)

My question is what should I capture in BR?

[DirkRedeker]

Hi

I recommend to create an "After UPDATE" BR, and run each time, the "status changes". In a separate LOG table (or on syslog how ever), I would log the "old" and "new" status

This will log the value the record HAD when changing (previous) and the NEW value (current) to the system log.

Let me know if that answers your question and thank you for marking my answer as correct/helpful.

BR

Dirk