When case created how state come as new, open etc

[Hanook]

when an incident/case is created why it will be in the new,open state is there any script, workflow running background let me know how to navigate and modify it please let me know if you have any updates

[Hanook]

Hi@Timi

Whenever a new case is created, the State is In new in the dev and test instance.

whereas in prod the status is in open.

Can youtell me why it is changing in the prod environment?

[Tai Vu]

Hi @Hanook 

Did you review the Dictionary as I mentioned earlier? I assume we're talking about Customer Case [sn_customerservice_case].

So If you examine the dictionary, you'll notice there are dictionary overrides with the default value set to 1, and the choice set includes the state New with a value of 1. This clarifies why the state is set to New when a Case is created.

Cheers,

Tai Vu

[Hanook]

Hi@timi

i've checked as you told default value is one only, so my exact requirement is this

Whenever a new case is created, the State is In new in the dev and test instance.

whereas in prod the status is in open.

Can you tell me why it is changing in the prod environment?

[Hanook]

Hi@Timi,

I have one requirement to be implemented for cases.

Whenever a new case is created, the State is In new in the dev and test instance. 

whereas in prod the status is in open.

Can anyone tell me why it is changing in the prod environment?