Viewing an Incident on some forms is showing it as not closed, even if it already is on the listIssue When customer searches for incidents that are closed, they show the correct state of closed=7 on the list. Once opened on a form, however, the form may temporarily show the correct state=closed, but soon changes to another unexpected state like new. All choices for the state are complete on sys_choice, but the form itself is not showing the full expected list. In case the instance is domain separated, the sys_choice list has the complete list as well. No business rules are changing the choices nor the state value. CauseA custom client script - onLoad of the record removes some options, including the close state. Such scripts can be searched by this query: [your-instance].service-now.com/sys_script_client_list.do?sysparm_query=sys_class_name%3Dsys_script_client%5EscriptLIKEoption%5EtableLIKEincident%5EORtableLIKEtask%5EscriptLIKEstate&sysparm_view= ResolutionCustomer has to review the custom client script and review when the closed state should be removed. Any restriction based on role has to be reviewed as well if it is appropriate for other users if the record state is already at closed.