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

[Riya Verma]

@Arpitha Gopalsw ,

You can create your new choice option in the state on the specific table also by dictionary override

[Bert_c1]

Hi Arpitha,

For Business Rules, see:

https://[instance_name].service-now.com/sys_script_list.do?sysparm_query=collection%3Dinteraction&sy... 

There could also be UI Actions, Client Scripts, and a few other means. I do not see any Dictionary overrides for 'statte_reason'.

[mynedisanjana]

Hi @Arpitha Gopalsw ,

Did you get to know how these state reasons are getting updated ?