state not reflecting

[sharley]

Hi,

We have a customized change type called BAU. when updating the state field it does not reflect on the list view. upon investigation, we found that there are 2 state fields. one is specifically created for the customized change type and the other is common state value used by task table and other tables.

it shows read-only in both list and form view.

I tried to use a business rule to change the oob state field to closed and active as false, when chosen closed state in u_bau_state field which is shown in the form. but it shows invalid update.

if anyone has an idea to close these requests through a regular process like changing the specified state value i.e., u_bau_state field to closed, actually closes the ticket and makes it active false as usual, please let me know.

I even tried to use fix script to temporarily close one ticket. but it doesn't show closed, only the value is being showed. also I tried to close that one ticket using sn_utils. even this doesn't update the field.

Thanks,

Sharley

[Dr Atul G- LNG]

Hi @sharley 

Greetings!!

I understood, that you created a new change type = BAU , which is similar to Normal / Emergency etc. To make it like like Normal / emergency , you need to update the workflow / flow as well only then it will work. 

Please share your inputs if you stuck or need guidance. 

[sharley]

Thank you for your timely reply Atul.

this change type table is setup years ago. there is no workflow setup for this. is it required to setup workflow for this to get resolved or is there any way to make it work without workflow?

[Dr Atul G- LNG]

Hi @sharley 

My experience say yes. Just to make sure please check OOTB flow/Workflow.

Also please check the state field , and State synch BR.