Change closure code (rollback)

[Alex_J]

Which closure code should be used for a succesfully rollbacked change?

[HIROSHI SATOH]

In the case where a change request has been rolled back in ServiceNow's Change Management, the correct closure code typically depends on the outcome and context of the rollback:

"Successful":

This would be appropriate if the rollback was part of a planned contingency, and the rollback itself went as expected. In this case, the rollback is seen as a success because it avoided potential issues, even though the original change wasn't kept.
Example: "We rolled back to the previous version as planned, and the system is functioning properly."

"Unsuccessful":

This would be used if the change failed to achieve its objectives, and the rollback was performed because the change caused issues or was implemented incorrectly. In this case, the change is considered a failure.
Example: "The change caused system disruptions, so we had to roll it back, meaning the change was unsuccessful."

"Successful with Issues" :

This would apply if the change was initially successful but led to some problems or unexpected consequences, necessitating the rollback. The change itself was implemented, but it didn't fully meet the expectations or caused some issues.
Example: "The change was deployed, but it caused minor issues, so we rolled back to ensure stability."