Demand Process Flow - why does 'incomplete' state change the process flow to 'deferred'?

[RogerRK]

1) When setting a demand state to incomplete, it automatically updates the process flow to deferred OOB. Why is this and where is it managed? 

We would like to use the incomplete state as a value to indicate that the demand needs more information before it can proceed. We are not using idea so this would suit out needs.

2) We'd also like the 'rejected' state to = cancelled in the process flow as today it also sets the process flow to deferred. Modifying whatever script/business rule that forces incomplete to = deferred should accomplish that as well. Is it just adding a value to the script? 

Thanks - Rog

[Hemanth M1 · Accepted solution]

Hi @RogerRK ,

These are defined in the process Flow 

[Hemanth M1 · Accepted solution]

Hi @RogerRK ,

These are defined in the process Flow 

[phil_bool_unifi · Accepted solution]

Regarding your plans around the different stages/states, you might want to consider the long-term impacts of making a change to something as fundamental as the process stages or state choices.  Being able to differentiate between records that were cancelled because the requirement is no longer valid, or rejected because the demand did not fulfil the requirement may be useful.  You can change the mapping rules in the process flow without additional impact, but the states and stages are used by Strategic Planning / Portfolio Planning, as well as business rules, behind-the-scenes calculations, workspaces and reporting.   Relabelling choices may be preferable to changing their behaviour, but if you can adopt ServiceNow' "Best Practice" approaches, then you'll get the most value from the product.