Awaiting Acknowledge state

[ashok17]

Hi All,

When the incident moved Awaiting Acknowledge to Inprogress but in the state drop down list showing Awaiting Acknowledge.

below is the state flow:

How to hide Awaiting Acknowledge when incident moved to Inprogress

New

Awaiting Acknowledge

Inprogress

Please suggest for this requirement.

[Aniket Chavan]

Hello @ashok17 ,

Just to clear some doubts, currently exactly what part is not working for you whether its "incident process flow" or "state field" or "incident state field" ?

[ashok17]

Please refer below screenshot.

My requirement is If incident is moved to Inprogress state the Awaiting Acknowledge state should not  visible for example  "New state" is not showing once incident moved to Inprogress Please suggest.

[Aniket Chavan]

Hello @ashok17 ,

Okay so you just want to sync the "Incident State" field with "State" field, and generally the state and incident state choices gets mapped with one OOB business rule "Copy State to Incident State" make sure its active and if you have made any changes in the values of choices of "state" or "incident state" field then you need to make sure both are having same values so that the business rule could sync both fields.

 

[ashok17]

Hi Aniken,

Please refer attached screen shot for state and incident state value and sequence details.

Please suggest what was the wrong for this flow. Before I have added Awaiting Acknowledge state as per our requirement but not works correctly.