Service Now - Closed / Cancelled Change -> Active = True

[nhanhi]

Hello,

Missing Open Changes link.'

I have found that even though changes were closed/cancelled in instance.

The all changes are coming under Active=True filter.

Can anyone suggest what would be the issue?

Thanks in advance.

[Palak Gupta]

Hello @nhanhi ,

Check the workflow or check if you have any script which is making "Active=false" when State changes to closed, if not then you have mention the same either in workflow or in a script.

Let us know here if you need further help.

Regards,

Palak

[AshishKM]

Hi @nhanhi,

Please check the OOTB business rule "marked_closed" is active or not. 

This BR is setting the active status as "false" when state is "closed" or "cancelled".

Check the Action tab of this BR.

Thanks,

Ashish

[Pooja58]

Hi,

OOO below states are considered an active false.  Labels and backend values are given below.

1. closed complete(3)

2. closed incomplete(4)

3. closed skipped(7)

apart from 3, 4 7 if you want to set any state value as inactive follow the below steps.

1. Go to dictionary and open state field on task table.

2. Under related list of dictionary override check any entry is there. 

3. If not create new one and under attribute field add your new state which you want to consider as inactive.

4. example if you have new state called "closed workaround " with backend value "8" then in the above attribute where close_states=3;4;7, mentioned, u can add like close_states=3;4;7;8,

5. "TaskStateUtil()" is the script include that handles the functionality to set inactive state of the record based on the values defined in the state attributes.

6. mark closed is the business rule which calls above script include and set the active field to false.