Standard Change Request, the Justification field is showing as read-only.

[JuanGDev]

Hi everyone,
I’m currently exploring ServiceNow and noticed that on a Standard Change Request, the Justification field is showing as read-only.

Is this behaviour out-of-the-box (OOB), or is there some customisation that makes it read-only?

How can I check what is affecting this field?

So far, I right-clicked the form → Configure > All to review the Change Request configurations.

Any guidance on how to trace what is making this field read-only would be greatly appreciated!

Thanks in advance.

[Dr Atul G- LNG]

Hi @JuanGDev 

You can go to the standard change properties, and there you’ll see if it’s marked as mandatory. Once the approver accepts it, it becomes mandatory at the change level through some backend logic.

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/std_change_properties.do%3Fsys_id%3D527b5dafff700200b18affffffffff89

[Bhuvan]

@JuanGDev 

I tested in my PDI and it is not out of box behavior. Check any UI Policy or Business Rule or Client Script making it to read-only. You can try to use Script Tracer if you are not able to locate by naming convention from Configure -> All and checking in BR, UI Policy and Client Scripts

You can refer below how to use Script Tracer

https://developer.servicenow.com/dev.do#!/learn/courses/zurich/app_store_learnv2_scripting_zurich_sc...

Also go to Standard Change template and see if there are any Catalog Client Scripts or Catalog UI Policies defined for the template

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@JuanGDev 

You can refer below knowledge article for more information

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750605

In addition to earlier details, please check standard change properties if the justification field is set as Read-Only. It could be set as per your Standard Change Request Process design.

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[svirkar420]

Hi @JuanGDev , No this is OOTB behaviour for standard change. This is happening because of the some UI policy or client script. You can check these by navigating to "change_request.CONFIG" here you will find all the configurations done on that particular table. Find the appropriate configuration and make it inactive. 

If this solution helped you Please Mark this solution as accepted and helpful as it will be helpful for other users as well.
Best Regards.
Saurabh V.