What Out of box mechanism moves change requests back to New when they are rejected?

steven
Tera Contributor

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! 

6 REPLIES 6

Dr Atul G- LNG
Tera Patron
Tera Patron

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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Dr. Atul G. - Learn N Grow Together
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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 

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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Viraj Hudlikar
Giga Sage

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.