UI Action to Create a Change from an Incident or Problem Record does not invoke the correct change model Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } ProblemWhen working with an Incident or Problem ticket, selecting UI actions such as Create Normal Change or Create Emergency Change from the classic UI invokes the Out-of-Box change model instead of the customer created change models. The issue occurs because the ServiceNow out-of-box Script Include (ChangeModelChgReqAPISNC) hardcodes the SysID for each change model, resulting in the default models being used instead of the customer-configured ones. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All releases Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Root Cause1. The ChangeModelChgReqAPISNC script include returns hard-coded SysIDs for the Out-of-Box change models (Normal, Emergency, and Standard), overriding any customer-configured models. This is confirmed by the analysis of the script include's code, which directly references fixed SysIDs for the models. Here's the code execution flow: When the UI action (Create normal change) is invoked, the following sequence of script includes appear to be invokedStep 1 - UI Action Invokeda) Create Normal Change --> ChangeRequest.newNormalb) Create Emergency Change --> ChangeRequest.newEmergencyc) Create Standard Change --> Redirects to Standard Change CatalogStep 2 - ChangeRequest helper class Script Includea) ChangeRequest.newNormal --> ChangeRequestSNC.newNormalb) ChangeRequest.newEmergency --> ChangeRequestSNC.newEmergencyc) ChangeRequest.newStandard --> ChangeRequestSNC.newStandardStep 3 - ChangeRequestSNC helper class Script Includea) [820] ChangeRequestSNC.newNormal --> ChangeRequestSNC.getAPIClass().newNormal()b) [828] ChangeRequestSNC.newEmergency --> ChangeRequestSNC.getAPIClass().newEmergency()c) [824] ChangeRequestSNC.newStandard --> ChangeRequestSNC.getAPIClass().newStandard()...d) [809] ChangeRequestSNC.getAPIClass function returns ChangeModelChgReqAPIStep 4 - ChangeModelChgReqAPI helper class Script includea) [10] ChangeRequestSNC.newNormal --> ChangeModelChgReqAPISNC.newNormalb) [12] ChangeRequestSNC.newEmergency --> ChangeModelChgReqAPISNC.newEmergencyc) [11] ChangeRequestSNC.newStandard -- > ChangeModelChgReqAPISNC.newStandardStep 5 - ChangeModelChgReqAPISNCa) [546] ChangeModelChgReqAPISNC.newNormal --> 007c4001c343101035ae3f52c1d3aeb2 (SysID for Normal Change Model)b) [556] ChangeModelChgReqAPISNC.newEmergency --> 62d10fa1c303101035ae3f52c1d3aec1 (SysID for Emergency Change Model)c) [551] ChangeModelChgReqAPISNC.newStandard --> e55d0bfec343101035ae3f52c1d3ae49(SysID for Standard Change Model) Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This is an expected behavior by the system: At present, there is no out-of-box (OOB) configuration that allows the "Create Normal Change" button on an Incident to be remapped to use a custom Change Model. The ChangeRequest.newNormal() method within the ChangeRequestSNC Script Include is hardcoded to instantiate the OOB Normal Change Model, and there is no system property or administrative setting available to override this behavior. The OOB "Create Normal Change" UI Action calls ChangeRequest.newNormal() directly, which is defined in the ChangeRequestSNC Script Include. This method does not accept a parameter for a custom Change Model and simply creates a Change Request using the platform's default Normal Change configuration. Additionally, the chg_model field on the Change Request record is populated with the Normal Change Model by default, which in turn determines the Change Type. Therefore, if a different model is required, both the Change Type and chg_model values would need to be explicitly set.