Change Type not editable if Change Type is not New

Luiz Lucena · ‎03-10-2018

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?

SanjivMeher · ‎03-10-2018

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.

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Luiz Lucena · ‎03-12-2018

Thanks Sanjiv and Ashutosh,

We are not using OOTB workflows, so I turned off the ACL and the Client Script. Working fine now.

ACL is 'change_request.type' - write

Client Script is: Set Appropriate Change Type