Invalid state transition - Problem

[dineshchoudhary]

Hi All,

For our current client, we have changed the OOTB state values of problem from 1-Open, 2-Known Error, 3- Pending Change, 4-Closed/Resolved to 101-New, 102-Assess, 103-RCA, 104-Fix in Progress, 106-Resolved and added a new state 107-Closed. We have modified all scripts, state transitions and script includes (including ProblemStateSNC) to reflect the new state values except one business rule(mark_closed). All state changes are working fine. But, when I try to update mark_closed business rules to

 if (current.problem_state == 107) {
current.active = false;
}

and when trying to move the state to Closed, it shows the error as 'Invalid state transition. Can not update from state 'RCA' to state 'Closed Complete' with given values.'

let me know how this can be fixed if anyone has faced this error before.

Thanks in advance

Regards

Dinesh

[dineshchoudhary · Accepted solution]

On further analysis, I found that the BR 'task closer' is running on problem which restricts state transition to Closed. I wanted to check there is no impact if we exclude this BR to run on problem table?

[Michael Fry1]

Is it too late to start over? New with Madrid is Problem Management Best Practice — Madrid — State Model that is near identical to what you describe: https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/problem-management/conc...

Activate the plugin and then you don't have to do all those customization!