Issue with Work in Progress status in Change management

[manapt]

If I click on Request Approval button in change request which is already having a Change task with work in progress status, the active becomes false automaticaly and adds two updates Closed by and Closed at in the history of that change task. But the status of the change task remains Work in Progress.

We have not done any configuration to close change task when the state is Work in Progress. I dont know why is this doing it. Can anybody help?

[ccajohnson]

It sounds as if the child record is automatically having those fields filled in. What I would do is check all the code that is being triggered when the Request Approval button is clicked. I would check the Request Approval UI Action first and see what it does, then check for Client Scripts and Business Rules that may trigger when the UI Action completes. Most likely there is something that changes the child records when something happens on the Change Request record.

Let us know what you find,

[manapt]

I have been checking UI Action, all Business rules and client scripts on change request table, change task table, task table but could not find anything. Can this be a bug in ServiceNow?

[manapt]

I have been checking UI Action, all Business rules and client scripts on change request table, change task table, task table but could not find anything. Can this be a bug in ServiceNow?

[ccajohnson]

Did you change your States at all? If you did, it might be that the default closed state is causing the change task to be changed.

See if you can turn on debugging. You might want to start with Debug Business Rules as I suspect something is happening in the background. That way you can see what is going on and determine which piece is causing the undesired behavior.