Moving ticket from closed state to Cancelled state

[matteoR]

Hello Community,

I need help with an issue regarding Change Requests.  A user backed out of implementing a change, and instead of entering it into the cancelled state put the ticket in the closed state. I am now unable to move it to the cancelled state. This error affects our reporting, and needs to be corrected. What can i do to correct this issue? The request, once in the closed state does not allow me to edit state, and even when trying to use business rules to force the state to cancelled I get error messages for "Invalid Update". Any help would be greatly appreciated. Thank you. 

[Hemanth M · Accepted solution]

Did you try using setWorkflow(false) ,

try below script in your  background script

var chg = new GlideRecord("change_request");
chg.get("1237f5de47410200e90d87e8dee490b8"); //replace this sys_id with closed change sys_id
chg.state=4; //set to canceled
chg.setWorkflow(false); //don't run any business rules/flows/SLAs
chg.update();