Stage- Requested Item Stage symbols and values issue

[Meroda Gezahegn]

Hi everyone,

I’m facing an issue with the Stage field on the Requested Item [sc_req_item] table.

When a request goes through its lifecycle, I update the Stage field using a Business Rule based on the State. On the form view, the Stage value updates correctly and reflects the expected progression (e.g., Assigned → Work in Progress → Work Completed).

However, in the list view, the Stage column shows similar or unchanged values, and it does not display the expected stage progression with the appropriate stage indicators (icons such as circles/checkmarks).

My questions are:

1. Why does the Stage field behave differently in list view compared to form view?

2. How can I ensure that the correct Stage values and their corresponding visual indicators are properly displayed in the list view?

3. Does using a Business Rule instead of Flow Designer affect how the Stage field is rendered in list view?

Any guidance on how to correctly configure the Stage field (especially for proper stage visualization in list view) would be appreciated.

Thank you!

[pr8172510]

Hi,

This behavior is expected in ServiceNow.

The Stage field is not just a normal field. In form view, it is displayed directly along with process flow/formatter, so it reflects the correct progression.

However, in list view, the Stage column relies on internal process flow logic and predefined stage values to render visual indicators (icons).

Since you are updating the Stage using a Business Rule, the value is updated in the database but may not align with the expected stage mapping used by the platform. As a result, the list view does not display the correct stage progression or icons.

To resolve this:

1. Prefer using Flow Designer or Workflow to update the Stage field.
2. Ensure that Stage values match OOTB internal values (not just display labels).
3. Avoid using custom stage values unless properly mapped.

Using Flow Designer ensures proper synchronization with ServiceNow’s process flow engine and correct rendering in list view.

Thanks!

[Tanushree Maiti]

https://www.servicenow.com/community/developer-forum/ritm-stage-icons-not-showing/m-p/1473755

https://www.servicenow.com/community/developer-forum/change-display-of-stage-on-ritm-list-view/m-p/2....

https://www.servicenow.com/community/developer-forum/stages-visibility-on-list-view-of-sc-req-item/m...