reverting back states in problem ticket

[pasupuleti loke]

is it possible to revert back to another states in a problem ticket?

for example:if i am in a resolved or a closed state, can i go back to root cause analysis state.

[Community Alums]

Hi @pasupuleti lokesh ,

Yes that's Possible!! but there is no OOTB way to do it.

You can use a background script maybe , something like this mentioned in this thread:

https://community.servicenow.com/community?id=community_question&sys_id=9dfaabdedbfd3f400be6a345ca96...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[Community Alums]

Hi @pasupuleti lokesh ,

Glad to see my answer helped you, Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[Jaspal Singh]

Hi Pasupuleti,

You can revert & have options.

1. If the state field is editable you can change the state & save the form.

2. If it is non-editable you can press Ctrl + Shift + Alt + J (for windows) & add & the save the form

g_form.setValue('state','2');//considering 2 is your desired state value

3. If it is non-ediable you can use background script

var abc=new GlideRecord('problem');
abc.addQuery('number','PRB1222');//replace 1222 with problem number
abc.query();
if(abc.next())
{
abc.state='2';
abc.setWorkflow(false);
abc.update();
}