Not able to change the state of the problem record from 'closed" to "assess"

[phr]

The requirement is to change the state of the problem record from 'closed" to "assess".

On writing the fix script, i see that the state is still in "closed" state .

How to fix the issue as my below code didn't work?

var gr=new GlideRecord("problem");

gr.addQuery("numberSTARTSWITHPRB0000055");

gr.query();

while(gr.next()){

gr.state=102; //As per the backend value of the state

gr.active=true;

gr.setWorkflow(false);

gr.update();

}

[Chaitanya ILCR · Accepted solution]

Hi @phr ,

try this

var gr = new GlideRecord("problem");
gr.addQuery("numberSTARTSWITHPRB0000055");
gr.query();
while (gr.next()) {
    gs.info('record exist ' + gr.getValue('number'));
    gr.state = 102; //As per the backend value of the state
    gr.active = true;
    gr.setUseEngines(false);
    gr.setWorkflow(false);
    gr.update();
}

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[J Siva]

@GlideFather @Chaitanya ILCR 

Just a query .

My instance is on Yokohama..

Problem model is enabled.

Without using setUseEngines(false) I was able to move the state from closed to assess..

Any idea how it works?

[GlideFather]

My PDI:

Build name: Xanadu
Build date: 03-06-2025_0935
Build tag: glide-xanadu-07-02-2024__patch7-02-27-2025

and it needed the setUseEngines(false) 🤷🏻‍♀️

I also tried using SNUtils, double click on the field name and inserted "102"... it changed the state to RCA but the state bar in the top was showing Asses 😄 

Very weird...

[Chaitanya ILCR]

Hi @J Siva ,

may be the problem record you have picked up

is having model value

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[J Siva]

@phr yeah. It has prb_model value 

[Peter Bodelier]

Hi @phr,

Probably the state model is preventing the transition of the state.
(https://instance_name.service-now.com/nav_to.do?uri=sys_state_model.do?sys_id=df73699a3b031300ad3cc9...)

You could temporarily disable it, in order to make the state change possible.
A better solution would be to simply create a new problem.