servicenow

How to automatically change the Incident state after "Create Normal Change" action?


I would like to set the state to "Awaiting Change" when a Change is created from the incident using "Create Normal Change" or "Create Emergency Change" UI action.


Solution

  • When you create a change from either of those UI Actions, the Change Request field is populated with a reference to the one that was generated.

    You can create a Business Rule for this that triggers when this happens. You can change the State once the Change Request field changes.


    Name: Change Created

    Table: Incident

    When to run

    Update: checked

    Filter Conditions:

    Actions

    Set field values


    Something like this

    enter image description here