question Cancel Change request in ITSM forum

Cancel Change request

Praveen55 — Wed, 29 Aug 2018 08:01:04 GMT

Hello Team,

Need your support on the below

- Cancel Change Request (State-New) as no implementation is required

- Create New Change Task (State-New\Assess\Implement)

Thanks

Re: Cancel Change request

Brent Sutton — Thu, 30 Aug 2018 00:05:19 GMT

Hi Praveen,

You can cancel a change by right clicking in the header to show the context menu. Then just select "Cancel Change".

See the screenshot below:

You can generate change tasks using the workflow associated with the change. A good example of this is the "Normal" change workflow which uses a subflow to generate change tasks at the implementation phase. Please see screenshots below:

Change Request - Normal change tasks

Change Request - Normal

Use these as an example of how you might configure your workflow.

Let me know if this worked for you.

Thanks,

Brent

P.S. Please mark as correct if this information helped you.

Re: Cancel Change request

Praveen55 — Thu, 30 Aug 2018 04:19:57 GMT

- Cancel a Change request

I have tried using the Cancel Change option, however, it pops up for reason. After providing the reason, all the mandatory fields are highlighted to complete.

Kindly advise on how to by-pass all these to cancel the Change

- Create New Change Task

Have launched the workflows with the Change. Can you please advise with the option to create a new change task from the workflow or other way ?

Re: Cancel Change request

SanjivMeher — Thu, 30 Aug 2018 04:36:15 GMT

Cancel Change

use g_form.checkMandatory = false in your Cancel Change UI action, so that it doesn't check for mandatory fields.

Create New Change Task

Use Create task activity in the workflow to create a new task in a change.

Re: Cancel Change request

Brent Sutton — Thu, 30 Aug 2018 05:19:10 GMT

Hi Praveen,

- Cancel a Change request

You would have to take a copy of the "Cancel change" UI Action and modify it to ignore mandatory values. I personally wouldn't do that as I want a reason to be captured for why a change request is being cancelled and I want my data set to be consistent with all mandatory values completed (even for cancelled changes).

- Create New Change Task

I'm a little confused about the second part of your question about "Create New Change Task"? I assume from your attachments that you've created a subflow that will be triggered by your main workflow?

If you have used the "Create Task" activity and configured it to for change tasks then the change tasks will be created when the subflow is triggered. Should look something like this:

You obviously need to have included the subflow in your main workflow for this to work. Please take a look at Workflows used as subflows if you need more information. Should look something like this:

Hopefully this makes sense. I think I answered your original question in my first reply. Please mark as correct if this information helped you.

Thanks,

Brent

Re: Cancel Change request

Praveen55 — Thu, 30 Aug 2018 05:35:08 GMT

Cancel Change:

I have modified the UI action: Cancel change by adding g_form.checkMandatory = false but no luck. Attached the modified for your reference. Kindly advise

Create New Change Task:

I could use NEW under Change Task tab to create a new task when the change is in New state. However, would require to create new Change task when the Change is approved and in Assess\Implement State. Can you pls provide any screenshot to do that from Workflow

Re: Cancel Change request

SanjivMeher — Thu, 30 Aug 2018 05:59:11 GMT

Can you try with below code

var changeConfirmCancelDialog;

function loadConfirmDialog() {
        g_form.checkMandatory = false;
	var dialogClass = window.GlideModal ? GlideModal : GlideDialogWindow;
	changeConfirmCancelDialog = new dialogClass("change_confirm_cancel", false, 648, 250);
	changeConfirmCancelDialog.setTitle(new GwtMessage().getMessage("Cancel Change Request"));
	changeConfirmCancelDialog.render();
}

function moveToCancel(notes) {
	var ga = new GlideAjax("ChangeRequestStateHandlerAjax");
	ga.addParam("sysparm_name", "getStateValue");
	ga.addParam("sysparm_state_name", "canceled");
	ga.getXMLAnswer(function(stateValue) {
		g_form.setValue("state", stateValue);
		g_form.setValue("work_notes", notes);
		g_form.checkMandatory = false;
		var changeConfirmCancelDialog;

function loadConfirmDialog() {
	var dialogClass = window.GlideModal ? GlideModal : GlideDialogWindow;
	changeConfirmCancelDialog = new dialogClass("change_confirm_cancel", false, 648, 250);
	changeConfirmCancelDialog.setTitle(new GwtMessage().getMessage("Cancel Change Request"));
	changeConfirmCancelDialog.render();
}

function moveToCancel(notes) {
	var ga = new GlideAjax("ChangeRequestStateHandlerAjax");
	ga.addParam("sysparm_name", "getStateValue");
	ga.addParam("sysparm_state_name", "canceled");
	ga.getXMLAnswer(function(stateValue) {
		g_form.setValue("state", stateValue);
		g_form.setValue("work_notes", notes);
		g_form.checkMandatory = false;
		changeConfirmCancelDialog.destroy();
		gsftSubmit(null, g_form.getFormElement(), "state_model_move_to_canceled");
	});
}

if (typeof window == 'undefined')
   setRedirect();

function setRedirect() {
    current.update();
    action.setRedirectURL(current);
}
		changeConfirmCancelDialog.destroy();
		gsftSubmit(null, g_form.getFormElement(), "state_model_move_to_canceled");
	});
}

if (typeof window == 'undefined')
   setRedirect();

function setRedirect() {
    current.update();
    action.setRedirectURL(current);
}

Re: Cancel Change request

Praveen55 — Thu, 30 Aug 2018 06:42:34 GMT

I have Updated the UI action: Cancel Change with the provided code, however, no luck

When I try to use, it asks for Reason and though I enter valid reason, stays at that screen only and at the backend, the mandatory fields are highlighted

Re: Cancel Change request

SanjivMeher — Thu, 30 Aug 2018 06:47:03 GMT

See if below thread is helpful

https://community.servicenow.com/community?id=community_question&sys_id=a50e4baddb9cdbc01dcaf3231f96199f

Re: Cancel Change request

Praveen55 — Mon, 03 Sep 2018 07:52:36 GMT

The provided thread did not work as clicking on the new UI action (cancel_change (client side)) did not perform any action

Also, I do not want to modify any of the existing default scripts impacting the organisation. Kindly advise

Re: Cancel Change request

Edison Villela — Tue, 26 Jul 2022 22:12:43 GMT

Hi,
What should I do if the Cancel change option is not available?

Re: Cancel Change request

Brent Sutton — Thu, 09 Feb 2023 19:32:00 GMT

Hi @Edison Villela , the cancel change option is not available has the change has moved into a "scheduled" state. You could put the change on-hold and then then reschedule which generally takes you back to the "new" state. The cancel change option should now be available for you to select.

Hope that helps.