Cancellation of CR

Priyanka Sadhw1 · ‎05-19-2020

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 · ‎06-10-2020

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

View solution in original post

Ct111 · ‎05-19-2020

I think this is what your users might be doing.

"A change can be canceled at any point when it is no longer required. However, a change cannot be canceled from a Closed state. An email notification is sent to the user who requested the change."

if they are trying this then it wont be possible

Mark my ANSWER as CORRECT and HELPFUL if it helps

To read in details refer this

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/change-management/conc...

Priyanka Sadhw1 · ‎05-19-2020

User complained -he is cancelling change from new state , then also facing issue.

Problem is it is not reproducible issue.

Santosh_Ksagar · ‎05-19-2020

Hi Priyanka,

Would you check the UI Action and workflow to see if anything is wrong?

Thanks
Santosh

Priyanka Sadhw1 · ‎05-29-2020

had it been issue with code, i believe behavior should not be random