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On PTASK table, when Assignment Group changes, automatically it should set back the State to "New"

AbdurRahmanSnow
Tera Guru

Good afternoon.
Requirement is: On PTASK table, whenever we change the Assignment group and save the record, it should set back the state to "New", if the States are in Assess or Work In Progress.
1) I tried using Client Script, but it worked only on Front-end and after record saving, it again sets back the earlier state and gives an error message as below:
Invalid state transition. Can not update from state 'Assess' to state 'New' with given values.

AbdurRahmanSnow_0-1768471918632.png

2) I tried to create a new State Model for PTASK for "New" State but it does not change the State to "New", upon Assignment group change.
3) I also created a Business rule that sets back the PTASK State back from "New", "Assess" and "Work In Progress", to "New", upon Assignment group change, but this too, does not work.

It always gives me the above error.
Please help, as I tried but nothing works. I would be grateful for this.
@Ankur Bawiskar @Dr Atul G- LNG @Viraj Hudlikar 

2 ACCEPTED SOLUTIONS

But why do you want to change to new again? As per process, a team works on one task, and if you need another team to work, a separate task should be created—not the same task. Following the process, this would not be a valid use case.

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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/dratulgrover [ Connect for 1-1 Session]

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View solution in original post

Mate, I agree this is a client need, but this is a process violation. The purpose of a task is to track each team’s progress individually. If reassignment is required, then there’s no purpose in using a PRB task.

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

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View solution in original post

25 REPLIES 25

Mate, I agree this is a client need, but this is a process violation. The purpose of a task is to track each team’s progress individually. If reassignment is required, then there’s no purpose in using a PRB task.

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

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Hi @Dr Atul G- LNG 
You are correct. That makes clear sense.

Thanks a lot for the information. 

Hi @Dr Atul G- LNG .
You were correct. Customer agreed on this and this use-case got cancelled. 
Thanks a lot for always helping me.

I’m glad to see that process is also being considered in the technology.

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

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Dr Atul G- LNG
Tera Patron

Hi @AbdurRahmanSnow 

I tried using the state model, but I couldn’t find any operation that helps retrieve the group changes. I think we need to raise a BR for the same. I may be repeating myself, but this is against the process.

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

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