question Change Request shows Review state highlighted when creating a new record in ITSM forum

Change Request shows Review state highlighted when creating a new record

maliksneha9 — Mon, 16 Mar 2026 20:15:08 GMT

Hi Community,

I am facing an issue while creating a new Change Request in ServiceNow.

When I click New to create a Change Request, the state model checklist at the top of the form highlights the Review stage in green. However, after I submit the record, the Change Request correctly moves to the New state.

So the behavior is:

While creating the record → Review stage is highlighted
After submitting the record → State changes to New

We are currently using Change Models and the Change Model API (ChangeModelChgReqAPI) for state management.

From my understanding, the initial state should be New, so the checklist should highlight New when the form is opened.

I have attached a screenshot of the issue too.

Has anyone encountered a similar issue when using Change Models?

Any guidance would be appreciated.

Thanks in advance!

Re: Change Request shows Review state highlighted when creating a new record

AnirudhKumar — Mon, 16 Mar 2026 21:25:47 GMT

You probably have a preset on the standard chg model configuration.

Remove that state preset and it should work normally

Re: Change Request shows Review state highlighted when creating a new record

Tanushree Maiti — Tue, 17 Mar 2026 04:54:21 GMT

Hi @maliksneha9 ,

Is this issue coming for all change type (normal ,standard etc)

1. Ensure all states are properly linked in the state model transitions under Change > Administration > Change Models

likewise in zurich PDI,

2. Check onLoad Client Scripts or UI Policies for the change_request table to see if the stage or state field is being manipulated prematurely

3. Navigate to sys_process_flow.list , find the Change Request process flow, and ensure the conditions for the first stage are valid and active

Re: Change Request shows Review state highlighted when creating a new record

Dinesh_Now — Tue, 17 Mar 2026 05:30:22 GMT

Hello @maliksneha9 .

As @Tanushree Maiti already responed the correct answer,

but i want to share some article from my end if that can help u as well. have a look.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0966796
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1006259#:~:text=Workaround,instance%20can%20be%20upgraded%20to.

https://www.servicenow.com/community/itsm-forum/move-change-request-state-from-review-back-to-assess/m-p/726539#:~:text=1)%20Navigate%20to%20UI%20Actions,Workflow:

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.

Re: Change Request shows Review state highlighted when creating a new record

maliksneha9 — Tue, 17 Mar 2026 10:28:51 GMT

@AnirudhKumar I have checked this, there is no such condition in any of the Change model configuration

Re: Change Request shows Review state highlighted when creating a new record

maliksneha9 — Tue, 17 Mar 2026 10:40:19 GMT

Hi @Tanushree Maiti

Thanks for the reply,

But I have checked everything you suggested and all of it is configured as expected, there is no UI policy, Client Script or UI action which is causing this problem.

I am attaching a screenshot of the flow formatter configuration as well.

Any guidance would be appreciated.