Creating a change request from problem

[Matt34]

Hello

I am at the stage of "Creating a change request from problem" in the ITSM simulator.

When a change request is created from a problem record, the problem record should automatically move to a Pending change state.

1. Add the Problem State choice of 'Pending change'

2. Open and modify the existing Create Normal Change AND Create Emergency Change UI actions to set the Problem state to "Pending change".

Hint: Make sure you are modifying the UI actions related to the Problem [problem] table.

I have added a state choice of Pending change with a value of 108, and also added current.state =108; to line 3 of the "Create Normal Change" UI action. However, when I try to run the UI action, the following error appears:

Error Message: Invalid state transition. Can not update from state 'New' to state 'Pending Change' with given values.

Error Message: Invalid update

I have followed previous knowledge articles, however I cannot validate this task. Any ideas?

Thanks

[Sandeep Rajput · Accepted solution]

@Matt34 Looks like a state flow is working behind the scene which is preventing the transition of the problem from New state to Pending Change state. Please check the existing state flows related to the Problem table and update them to accommodate this new state.  

For more information on the state flow, please refer to https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/state-flows/conc...

[samthistlet]

Thanks to both of you.

Important lesson here - the state transitions are really important in this exercise. You don't have to actually disable the default flow.

That will work but if you want to keep that transition logic in place, you can add a new state transition to the state model. 

I made it so that you can go from assess, root cause analysis and fix in progress to pending change.

Then I set a condition on the UI action to only show the create normal/emergency change UI actions when the state is set to one of the following states:

current.state == 102 || current.state == 103 || current.state == 104 

[Dr Atul G- LNG]

Hi @Matt34 

https://www.servicenow.com/community/itsm-forum/creating-a-change-request-from-problem/td-p/453299

[Matt34]

Hi Atul,

I did follow the previous post, however I received the error messages. It appears that the Problem Management: Default Flow was causing the issue. I disabled it to test, and the UI actions now work.

[Dr Atul G- LNG]

Hi @Matt34 

Practically it should not impact but happy your issue get resolved.

[sirsatshilpa]

Add below line of code in both  Create Normal Change AND Create Emergency Change UI actions

current.state = 108;