When I raise a Normal change request from a catalog item, it is created with a status of Scheduled.

ayano
Giga Guru

‎07-26-2023 11:03 PM

When I raise a Normal change request from a catalog item, for some reason it is created with a status of Scheduled.

I want to approve it, but the status is skipped...

What could be the cause? What settings should I check?

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3 REPLIES 3

Community Alums
Not applicable

‎07-26-2023 11:42 PM

Hi @ayano ,

Please check the Process Flow for your change :

  1. Navigate to All > System UI > Process Flow> Check the flows for your change request

SandeepDutta_0-1690440014255.png

2.  After completing step 1, check Update the change request workflow 

finally, if required follow https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863648

 

ayano
Giga Guru
In response to Community Alums

‎08-01-2023 02:42 PM

Hi,
Thank you for your comment!
Sorry for the late reply.
I tried your method, but I found that in some setting, when the status becomes New, it automatically changes to Assess.
Are there any other possible solutions, such as business rules or conditions under which the status changes to "Assess"?

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Community Alums
Not applicable
In response to ayano

‎08-01-2023 08:47 PM

Hi @ayano ,

You can check the conditions for these States from my above screenshot.

 

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