How do I move a change request back to a previous state after an install fails.

[GregG6]

When a change request fails and has to be backed out, I need to move the change back to a previous state. The change is in Review state and my only option is to close it. I don't want to close it because it wasn't successful. I wan't to move it back to a previous state instead of closing it.

[Dhananjay Pawar]

Hi,

You can create UI action and set back state to previous on condition.

Using BR you can set also.

thanks,

Dhananjay.

[asifnoor · Accepted solution]

Hi,

I think you have to do this in your workflow, if you can capture the request as failed anywhere in the change request form. Then in your WF look for that value, and do a rollback.

If not, then have a UI action and in that UI action, under script set the state back to the state you want. Before updating the state, setWorkflow(false), so that no validations fire while moving back.

Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.

Regards,
Asif
2020 ServiceNow Community MVP