Invalid update

[Abdul]

Hi 

I am trying to add an ui action in standard change request template, "Request for Approval" it should move the state from New to assess and it should trigger the approval to a set users based on the template that has been selected. when i try to add the UI action i am getting an error message named Invalid update. i filled out the riskassesment form and closed the tasks as well can someone please help

[Dr Atul G- LNG]

Hi @Abdul 

According to OOTB and ITIL processes, a standard change never requires approval, which means these are low-risk changes that can be deployed at any time. By trying to add an approval step, you’re undermining the definition of a standard change. Additionally, it's not just about adding a UI action; it involves updating the flow on the backend and adding state movements. Practically speaking, this is not a valid use case.

[Abdul]

the ask from the client is that we add approvals for these and if this needs to work i need to add workfloow as well right?

[Dr Atul G- LNG · Accepted solution]

Hi @Abdul 

I've worked as a change manager for a long time, and I’m sharing my experience. The client needs this, but both you and I, as consultants, know what’s right and what’s wrong here. We need to educate the user that this is the wrong approach. If they need an approval mechanism, they should use the normal change process or the change model, where the client can define any approval or flow as they wish. However, my strong recommendation is not to modify the OOTB processes. It will get messed up, and ServiceNow won’t support custom changes. If this needs to be done fully, you’ll need to add logic—if an approval is rejected, the change should go to a new state, all approvals should be canceled, and then the lifecycle should start again. This would be the same as a normal change. So, please educate the client, my friend."

[Dr Atul G- LNG]

Hi @Abdul 

You can consider this answer as a solution, because it aligns with the core principles of a Standard Change.