When cancelling a RITM, the cancellation reason does not populate to the ticket

Cole7 · ‎03-21-2025

Hello,

We're having an issue with cancelling RITMs. When we give the cancelation reason, it doesn't translate back onto the ticket. Instead, the ticket says no reason was provided. I'm wondering if anyone has any suggestions? Below you can see what the system sent back, it's not giving the reason that was provided.

Dr Atul G- LNG · ‎03-21-2025

Hi @Cole7

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0693847

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0821112

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993167

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JohnnySnow · ‎03-23-2025

@Cole7 Can you share the code that you have tried?

Thanks
Johnny

Please mark this response as correct or helpful if it assisted you with your question.

Cole7 · ‎03-31-2025

I believe we are using the "Cancel" UI Action. Here's the script:

Ankur Bawiskar · ‎03-23-2025

@Cole7

how are you cancelling? share the scripts.

how is the cancellation reason entered? how it's updated?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader