What Out of box mechanism moves change requests back to New when they are rejected?
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02-14-2025 08:01 AM
dear community,
In our instance, when a change request is rejected during Assess/Authorization phase, they goes back to New.
It seems this is an out of box mechanism that is behind this, could someone tell me which one?
I tried to check the change flows like Normal assess, Normal Authorize but did not see any step which indicates that changes should move back to New when they are rejected.
I also checked business rules but didnt find any.
Thank you in advance!
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02-14-2025 09:49 AM
Hi @steven
It is mainly driven via flow and i think it ishidden, did you try to see the script includes?
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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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02-17-2025 01:46 AM
Hi @Dr Atul G- LNG ,
many thanks for your reply, you indicated that this step is hidden in the flow but how do I check this, Also I didnt find a script include regarding this. Please let me know if you have another idea.
regards.
Steven
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02-17-2025 07:12 AM
Hi @steven
I tried to find out the code but did not get success, might log a Now Support case and let everyone know.
Manually we can bring back via UI action but in flow i am not able to find it.
@Sandeep Rajput @Viraj Hudlikar any thoughts friends?
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
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/atul_grover_lng [ Connect for 1-1 Session]
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02-17-2025 07:19 AM - edited 02-17-2025 07:20 AM
Hello @steven @Dr Atul G- LNG
It will be change model if no workflow or flows.
https://www.servicenow.com/docs/csh?topicname=change-models.html&version=latest
https://youtu.be/6GYtd8Z-yBE?si=33ZuX2XjV8-6KJOU
If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.
Thanks & Regards
Viraj Hudlikar.