Substate field on Issue form

Sanchitay
Tera Contributor

‎05-14-2025 06:01 AM

Hi all,

I am currently working on Issue management and have 2 queries

 

1. when the state is reached to " closed complete" or " closed incomplete" state after reaching to  "Review" state 

2. There is a "substate" field present on issue form and it is read only through some ACL. what is the OOB functionality that this field is Editable.

Sanchitay_0-1747227677700.png

 

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Connor Levien
ServiceNow Employee
ServiceNow Employee

‎07-22-2025 07:36 AM

@Sanchitay this field is never editable by end users. This field changes when you request additional information. When you are a member of the issue manager group and the issue is in the review state you can  click a UI action called "Request information" to ask for more information from the and doing so sets the substate to "Information requested" and when a user provides the information their is a UI action to flag they have provided the information and it sets the substate to "Information provided". I would look at the UI actions to understand how this field is used