Hi @abc1233 ,
To add a new state to the Problem workflow in ServiceNow, first navigate to the Problem State Model, then define the new state by filling in the Model State form and selecting "New." Next, establish Model State Transitions from and to your new state by selecting "New" on the Model State Transitions context menu and filling out the "From" and "To" fields.
- From the navigation filter, type System Policy > State Models and select it.
- Locate and open the existing Problem Model.
- Create the New State
- From the Problem Model form, select the Context Menu icon (three dots).
- Select New from the Model States context menu.
- On the Model State form, fill in the fields:
- State: Enter the name of your new state.
- Initial state: Check this box if this will be the first state for your model.
- Click Submit.
- Add a Transition for the New State
- From the Model State form, select the Display/hide hierarchical lists icon.
- Select New from the Model State Transitions context menu.
- On the Model State Transitions form, fill in the fields:
- From: Select the state the problem will move from.
- To: Select your new state.
- Automatic transition: Select this option if the state transition should happen automatically when the conditions are met.
- Click Submit.
If my answer helped you, please mark it-- solution accepted.
Regards,
Nikhil Bajaj
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Regards,
Nikhil Bajaj
