How are the state reason set in interaction? Where are the state and state reason configurations?

[Arpitha Gopalsw]

In Interaction Record, There are state reasons being set on specific conditions. We have requirements to add new choices to state reason for Closed Complete & Closed Abandoned states. But, i'm unable to figure out where these configurations have been set in ServiceNow.

Regards,

Arpitha G

[Bert_c1]

Hi Arpitha,

Use the following link for your instance.

https://[instance_name].service-now.com/sys_dictionary_list.do?sysparm_query=name%3Dinteraction%5Eelement%3Dstate_reason&sysparm_view= 

[Arpitha Gopalsw]

Hi Bert,

Thank you so much for your quick response!

I have found the dictionary of it, but i would like to understand how the values are setting. Example screenshot for your reference.

Based on which configurations these values are being set to each interaction is what i'm looking to understand.

Regards,

Arpitha G

[Riya Verma]

HI @Arpitha Gopalsw ,
I trust you are doing great.

1. Log in to your ServiceNow instance with appropriate administrative privileges.
2. Navigate to the "System Definition" section in the main menu.
3. Under "System Definition," locate and click on the "Choice Lists" option.
4. Look for the choice list associated with the state reasons in the Interaction Record. In this case, it might be named something like "Interaction State Reason" or similar.
5. Open the choice list record by clicking on its name.
6. Within the choice list record, you should see the existing choices for the state reasons.
7. To add new choices, click on the "New" button or a similar option available within the choice list form.
8. Provide a unique value and display label for each new choice you want to add. For example, you can add choices like "New Reason 1" and "New Reason 2" for the Closed Complete and Closed Abandoned states.
9. Save the choice list record after adding the new choices.

[Arpitha Gopalsw]

Hi Riya,

Thank you so much for your response.

I have found the dictionary of it, but i would like to understand how the values are setting. Example screenshot for your reference.

Based on which configurations these values are being set to each interaction is what i'm looking to understand.

Regards,

Arpitha G