Creating a change request from problem

Matt34
Tera Expert

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

2 ACCEPTED SOLUTIONS

Sandeep Rajput
Tera Patron
Tera Patron

@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...

View solution in original post

Hi Sandeep

 

It appears that the Problem Management: Default Flow was causing the issue. I disabled it to test, and the UI actions now work.

 

View solution in original post

8 REPLIES 8

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Matt34 

 

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

 

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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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.

Hi @Matt34 

 

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

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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sirsatshilpa
Tera Contributor

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

current.state = 108;