Change Request Process Flow – Show Cross for Skipped States

[sumeetchava]

In the Change Request process flow, I have a scenario where I skip a state in between the process.

For example, if the process flow is:

Access → Authorize → Scheduled → Implement → Review--> Closed/Cancelled

and the Change moves from Access directly to Cancelled; I want the Process Flow to show:

Access ✓ → Authorize ✓ → Scheduled ✗ → Implement ✗ → Review ✗--> Cancelled ✓

Instead, currently, the Process Flow shows the subsequent states as checked (✓) even though those states were never actually completed.

Is there a way to configure or customize the Change Request Process Flow so that states that are skipped are displayed with a cross (✗) rather than a check mark?

If this is possible, could someone please point me to the relevant Process Flow configuration or script that controls this behaviour?

Thanks

[Dr Atul G- LNG]

Hi @sumeetchava 

Yes mate, 100%. ServiceNow has a feature called Change Model, where you can build the model and state transitions based on your requirements. These models can also be different for different types of changes.

https://youtu.be/RhnzMDS6yeA