Problem state to be set as "Pending change" when a change request is created from a problem record

[Mohammed Kemal]

I have a requirement that needs Problem state to be set as "Pending change" when a change request is created from a problem record.

Problem state should be set as "Pending change" when a change request is created using the UI action "Create Normal Change" or "Create Emergency Change".

Any help in doing this will be much appreciated!

[AlexB64]

Hi Giga,

Thanks for posting this excellent solution. Succinct and to the point. Keep up the good work.

Regards,

Alex

[MGanon]

Did simply setting current.state = "3" actually work? I would have expected it to be much more complicated. The value of "3" does not appear to exist as choices for either the state field of the task table or the problem_state field of the problem table. I followed this process:

1. Editing the system dictionary choices, I added a choice with "Pending change" label and arbitrary value (I used 110) for the state field of the task table, ensuring the table was problem, and the sys_choices problem_state element of the problem table.
2. From the problem form, I edited the Configure Choices option to add "Pending Change" to the slush bucket list.
3. Update the Script Includes:
4. 1. ProblemState: added problem states: PENDING_CHANGE : "110" (be sure that every state line ends with a comma except for the last line.
5. Updated the 'Copy Problem State to State' business rule to add a condition for Problem State IS NOT Pending Change to prevent the state update and avoid creating a new state in the flow
6. Like the other responses, I also updated the Create Normal Change and Create Emergency Change UI Actions

[RenataN]

1. Problem State choice of 'Pending change'

Solution: All > Problem > All > Open any problem record > right click on State > Configure Dictionary >  Choices > Update Personalized List > add Table > Back to the Choices list > Filter the table (=problem) > Filter the language (en) > NEW > Table: Problem[problem]; Label: Pending change; Value: 108 > Submit > Save.

2. Modify the existing Create Normal Change AND Create Emergency Change UI actions to set the Problem state to "Pending change". 

Solution: All > Problem > All > Open any problem record > right click on the grayad bar above > Configuration > UI Action > chose the table: problem [problem] > Look for the Name Create Normal Change > add current.state = '3'; to the script > Update > Look for the Name Create Emergency Change > add current.state = '3'; to the script > Update.

Please, mark my answer as Helpful if it help you.

Best regards.