could not move standard change back to New state

[Community Alums]

Hi Expert,

  We have a requirement to add a approval activity to the standard change workflow, when the approval is rejected, set the change request back to New state. I have a set values activity to do that, however, it doesn't update the change request, it seems the state could not be updated to New since if the set value activity only update other fields, that change request updated as expected, if I add the state field to be updated to New, the activity is finished without error, bot nothing is updated in the change request.

 Any suggestion will be appreciated very much!

Jerry

[Sam Ogden]

Hi Jerry,

We have an approval step in our standard change workflow.  On rejection we have a set values activity to set state to new and approval to rejected, this then connects to a rollback activity which links back to an earlier activity:

The set values activity is set as:

Hope this helps

Thanks

Sam

[Community Alums]

Hi Sam,

 Thanks for the input, I noticed your workflow is not out of box standard change one, also you have different state. I guess you customized it.  I also tried to simply add a  rollbacl activity as you did, it doesn't work. It seems something else prevent the standard change state change back to New, may need to do something with the state model or something else as well?

Thanks again!

Jerry

[MrMuhammad]

Hi Jerry,

In servicenow States model transitions is configured which allow/restrict states from moving one state to another. In your case you first need to check if you can manually flip the state from the state your CR is currently in to the target state(NEW). If yes, then there is some problem with workflow activity configuration otherwise state model is restricting you to change the state but the good news is you can modify the state model transition.  

Please read through below docs to get an understanding of what State model transition is and how you can modify it as per your need. 

State model and transitions

Configure state model transitions

Please mark this accepted and helpful if it helps.

Thanks & Regards,

Sharjeel

[Community Alums]

Hi Muhammad,

  Thanks for the input, no, I tried to move the state to New via business rule as well, it doesn't work either, there is no error, no message in system log file, it just can be changed back to New. I thought about the state model, but when I checked the state models for Normal, and Emergency type's model, there is nothing in the code to dirrect from other state back to New either, but their workflow can set the state back to New once the approval is rejected, so that is why I am not sure if the state model for the standard change has anything to do for this issue.

Jerry