Change Type not editable if Change Type is not New

[Luiz Lucena]

On Kingston, there is a new ACL and a new Client Script preventing a change request from being changed from Standard to Normal, or Emergency if the Change state is not New. That makes sense for me, but is not the way we work and our Change Mgr wants to have it back the way it was before.

Here is the documentation https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html 

Created a HI ticket but wanted to know if anyone had issues like this after upgrade to Kingston?

Also, if I change the ACL and the Client Script to Inactive, will break anything?

[Ashutosh Munot1]

HI,

Yes, you are right that we do have this ACL and a script.

Now my understanding is we can also modify them as per our condition. This will not impact on whatever you have implemented.

But this new feature is to avoid people mark this change type and make a proper use of Interceptors to decide which change you have to raise because each of them has there different workflows.

Thanks,

Ashutosh Munot

[Luiz Lucena]

So, do you recommend to leave the way it is?

[Ashutosh Munot1]

Hi.

I will say that keep it and modify it according to your condition or requirement.

I will always stick to OOB as much as possible to avoid future impact. I will always ask you to write on more ACL on this field keeping existing one as it is i.e. i can create on ACL to allow only ITIL user or Change Coordinator or manager to change this field and check if it fulfill your requirement.

Thanks,
Ashutosh Munot

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[SanjivMeher · Accepted solution]

It depends on how you have configured your workflow. If you are using the OOB workflow, every change type has its own workflow. So changing ACL or client script may break something.

But if you have your own workflow, for example, we have one workflow for all the three change type and we only allow changing the type till Change Manager review phase. So we don't have any option but to deactivate the ACL and client script and I am confident that deactivating it wont break my functionalities.